The player from Germany requests withdrawals of €500 on December 1 and 2 but the transactions are frozen pending KYC. He uploads the required documents yet verification is not processed for over two weeks and support repeatedly replies that it will take longer.
Rich Royal Casino - Player’s withdrawal is delayed due to KYC.
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Waiting for Casino Guru to reply
6d 20h 37m 21s
Rich Royal Casino
Safety Index:HighCase summary
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10 hours ago
Translation
I requested a withdrawal of five hundred euros on December 1st and 2nd. The following day, my withdrawals were frozen and a KYC verification process was requested. I uploaded the required information, but it hasn't been processed for over two weeks. Support keeps giving the same answer that it will take longer.
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4 hours 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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4 hours ago
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:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Are there any documents in your account that are currently pending verification?
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
