Gambloria Casino - Player's withdrawal is delayed due to document rejection.

The casino is demanding that I send a bank statement from the account I used to make the deposits. I've sent the statement repeatedly, and they always reject it. Customer service just keeps telling me to resend it, but it's rejected again. I can't withdraw my money.

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Dear maeoris,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your bank statement seems to be the only issue?
• Have you provided any other documents to verify your account, and have they been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

El único problema que tengo es que no verifican mi extracto bancario. Sí he verificado mi identidad con mi documento nacional de identidad y ha sido aceptado.

Thank you very much for your reply, maeoris. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Kristina te he enviado las capturas por email. Un saludo.

Dear maeoris,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gambloria Casino representative to join this conversation.

Dear Gambloria Casino,

Could you please provide clarification regarding this case, along with supporting evidence if needed?

Thank you in advance.

Dear maeoris,

We would like to inform you that the provided bank statement ending in 3280 has been accepted. However, as part of our AML verification process, as outlined at the bottom of our website, additional verification is required.

In order to proceed, we kindly ask you to provide statements showing how the bank account ending in 3280 has been funded. The documents must clearly display your name and the relevant bank details.

You may upload the documents via the verification section of your account. Alternatively, if you experience any issues, you may send them to our email address at support@gambloria.com with the subject line "CasinoGuru", and we will assist you accordingly.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Gambloria Casino

Dear maeoris,

Can you please confirm, if you would be able to provide he casino with the requested document(s)?

Acabo de enviar la documentación al casino en la sección de verificación de cuenta tal y como se me ha requerido. Un saludo.

Hello maeoris,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear maeoris,

Could you please confirm, if you have received any update in your verification on withdrawal process?

Dear maeoris,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent the bank statement they requested twice, but it has been denied. I still cannot withdraw my money.

Dear maeoris,

Can you please send me the statement, that has been rejected to miroslava.d@casino.guru for review?

Thank you.

I just sent you the document by email.