The player from Italy is unable to withdraw his €500 winnings due to verification issues with his debit card, which does not have his name printed on it. He has submitted multiple official documents, but he faces constant rejections for various reasons.
PlayJonny Casino - Player’s withdrawal is delayed due to verification issues.
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6d 23h 9m 39s
PlayJonny Casino
Safety Index:Fresh casinoCase summary
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10 hours ago
Translation
I can't withdraw the €500 I won. They asked me to verify my debit card. Unfortunately, it doesn't have my name printed on it. So I sent several official bank documents, photos, screenshots, and everything was denied. Once they told me they didn't accept scans, once they didn't accept Word format, then they said the documents sent had been modified... I'm going crazy.
Automatic translation:
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50 minutes 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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50 minutes ago
Dear Pedrijoohn,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.
Please understand that KYC is a very important and essential process, through which the casino ensures that funds are sent to the rightful owner. As they do not have the ability to physically meet players and verify their identity in person, this procedure is the only way gambling establishments can complete the necessary checks. No serious or licensed casino takes KYC lightly, and the process may take a few working days to finalise.
To clarify the case:
- Could you please let me know when exactly you sent the verification documents?
- When you were asked to provide the documents in a different or more appropriate format, did you follow the instructions?
- Could you please also send me any confirmation you received regarding the status of your most recent KYC verification?
- Additionally, could you clarify the exact date on which you requested the withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.
Best regards,
Petra
