The player from Greece faces difficulties withdrawing money from the casino despite successfully completing the identification process two weeks ago. They continue to request the same documents, including a recent payroll and tax return, which the player finds unreasonable.
Holy Luck Casino - Player struggles with repeated document requests for withdrawal.
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Waiting for Casino Guru to reply
6d 15h 17m 35s
Holy Luck Casino
Safety Index:LowCase summary
Discussion
Public
Public
yesterday
Translation
Even though they have asked me for too many papers for identification and I have sent them, they are asking me for the same ones again.
For example, payroll
So I understand that if you don't work, the casino doesn't pay you?
Also a recent tax return.
The last one that all Greek taxpayers have is from 2024.
They want something more recent.
My identification was successful 2 weeks ago and I made a withdrawal of 2000.
Now they are asking for papers that don't exist.
Customer service isn't just about automated responses.
Automatic translation:
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9 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 hours ago
Dear Aggelikh,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
