The player from Italy is facing issues with withdrawals, as the casino is repeatedly requesting verification despite previous successful withdrawals without such requests. He expresses frustration over the prolonged waiting time for the verification process.
Retro Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
5d 18h 4m 23s
Retro Casino
Safety Index 6.1 Below averageCase summary
Discussion
Public
Public
3 days ago
Translation
They keep bouncing me with this verification request. I've made other withdrawals and they haven't asked me anything. Now I want to verify my account, and they've been making me wait too long.
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Retro Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please specify which documents the casino requested from you? Which of the documents you provided were approved, and which were rejected?
- When was the last time you were able to withdraw winnings?
- Could you please share with me your communication with the casino when you contacted them to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
