Impressario Casino - Player's withdrawal is delayed.

Good morning, my complaint is regarding Impressario Casino, I requested a withdrawal of $600 NZD on the 16th of October 2025, there is nowhere on my player account to send verification documents and the hyperlink wasn't inserted so I can view my personal details which I found strange, I was sent a link that expired after a certain amount of time, had to request a another link which wouldn't accept my proof of address and ended up sending that via live chat, I then received a email from KYC department asking for my credit card pics front and back which i did in response to the email as requested, I live chatted the team again and was told my account was verified however i had to wait another 48 hours for the card verification, I have spoken to a lot of different alias via live chat and a lot of the responses seem to be the same, i feel like the casino has taken the fun away from playing here with these issues i am experiencing, I would rate the casino a 1 based on my own experience so far. I have screenshots of my conversations via live chat, I have uploaded what I can I do have more to send.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Has the casino requested any additional documents recently, and if so, which ones?
3. Are there any documents in your account that are currently pending verification?
4. Have you provided your recent proof of address, as requested by the casino in the live chat conversation you shared with us?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Good morning,

Thank you for your response,

I have submitted my id as requested

My proof of address which was sent via online chat, I received a email on the 18th of October informing me both documents were pending also received email requesting bank card pics 18th of October, I live chatted the casino and was told it takes up to 48 hours for documents to be checked and have heard nothing from them since, there is nowhere in my player account I can check verification progress they keep telling me to wait 48 hours, it has been well over that now and had no response from casino at all.

Thanks Paula

Good morning, I have received a email this morning the 21st October NZDT requesting pics of my visa card front and back, this is the second time this has been sent, my banking institution in NZ is no longer processing withdrawals via credit card and only via bank transfer due to the new gambling laws in NZ

Thank you for the update. Please note that the casino is required to verify all payment methods you have previously used for deposits. This process ensures that players use only their own payment methods for gambling.

Even if you are not planning to use the credit card for withdrawals, it still needs to be verified if it was used for depositing.

Have you already provided the requested photos of your card to the casino? If so, have they been reviewed and approved? Has the casino asked you to submit any additional documents in the meantime?

Thank you for your cooperation.

Dear Paula1979,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.