Pribet Casino - Player believes that their withdrawal has been delayed.

I would like to file a complaint regarding my €3,000 withdrawal at Pribet.

This is my first withdrawal, and I have fully cooperated throughout the entire verification process.

The KYC team requested several documents from me, including:

A copy of my driver's license

A selfie holding my driver's license

A recent bank statement

I submitted all the requested documents promptly.

After reviewing my documents, the KYC team informed me that my account should now be fully verified. Based on this information, I believed that the verification process had been completed successfully.

However, instead of processing my withdrawal, the Payments Team contacted me and requested a notarized copy of my driver's license.

This request came after my documents had already been reviewed by the KYC team.

I have explained that obtaining a notarized copy of my driver's license is not possible for me. Despite this, I have tried to cooperate as much as possible by providing additional documentation, including:

A clear photo of my driver's license

An official driver's license extract issued by the Finnish Transport and Communications Agency (Traficom)

I also asked the casino to provide an alternative verification method, such as video verification or any other reasonable procedure.

Unfortunately, the Payments Team refused to offer any alternative and simply repeated that their internal procedure requires a notarized document.

I believe this requirement is unreasonable because:

The KYC team had already reviewed my documents and informed me that my account was fully verified.

I have provided multiple official documents proving my identity.

I have cooperated fully with every request.

I have requested a reasonable alternative verification method, but none has been offered.

I am not refusing verification. I simply cannot provide a notarized copy of my driver's license.

I respectfully ask Casino Guru to review this case and help resolve this matter fairly, so that an alternative verification method can be accepted and my legitimate €3,000 withdrawal can be processed.

Thank you for your assistance.

Kind regards,

Jenna

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.

Dear Jetjet1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My withdrawal is not being processed because the Payments Team is requesting a notarized copy of my driver's license, which I am unable to provide.

The KYC Team reviewed and accepted all of my verification documents and informed me that my account was fully verified. However, the Payments Team is refusing to process my withdrawal unless I provide a notarized copy of my driver's license.

I have already submitted my driver's license, a selfie holding my driver's license, my bank statement, an official driver's license extract issued by the Finnish authorities (Traficom), and a clear photo of my driver's license. I have also requested an alternative verification method, but no reasonable alternative has been offered.

As a result, my €3,000 withdrawal remains pending because I am being asked to provide a document that I cannot obtain.

The casino replied to my latest email, but they did not address my request for an alternative verification method. Instead, they simply repeated their requirement for a notarized copy of my driver's license and referred me to their Terms and Conditions.

They did not explain why the official documents I have already provided are not sufficient to verify my identity. These documents include my driver's license, a selfie holding my driver's license, my bank statement, an official driver's license extract issued by the Finnish Transport and Communications Agency (Traficom), and a clear photo of my driver's license.

I also explained that obtaining a notarized copy of my driver's license is not possible for me, but they did not respond to this concern or offer any alternative verification method.

I believe I have fully cooperated throughout the KYC process, yet my €3,000 withdrawal remains pending because I am being asked to provide a document that I cannot reasonably obtain. I respectfully ask for assistance in resolving this matter fairly.

Obtaining a notarized copy of my driver's license is not possible because this service is not reasonably accessible to me, and I have already provided multiple official documents proving my identity.

Dear Jetjet1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jetjet1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru