The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the outcome. We acknowledged the player's cooperation throughout the process.
Pribet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,150
Pribet Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
Hi, the night before last night I deposited €150 into the PRIBET casino. I chose not to receive a bonus. I hadn't yet uploaded the verification documents. I won €1,000, so I requested a withdrawal of €1,150. First, they had me verify my account on the site itself via KYC, where I uploaded a photo of my ID, my Postepay Evolution card, and an electricity bill, and performed facial recognition. Yesterday, they sent me an email asking for a screenshot of the bank page and a clearer photo of the bill. I sent both documents and was told they had received and reviewed them, but that to complete the transaction, I needed to send a photo of myself holding my ID (which I had already uploaded to the site). I sent it, and they replied today that the photo didn't meet the requirements as the numbers and letters were not visible. Of course, this is an absurd request, firstly because, as I wrote above, I had already uploaded a photo of the front and back of my ID to the website, and secondly because it's practically impossible to take a photo where you can clearly see both my face and the tiny numbers and letters on the card. I don't know how I managed to take one where the card's writing is slightly visible. But I'm afraid it's just a pretext to stall or avoid paying me. Can you help me?
Automatic translation:
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2 weeks 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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2 weeks ago
Dear ATREJU88,
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
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ATREJU88,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
