The player from Denmark faced difficulties withdrawing his funds despite having submitted all the requested documents. The player failed to respond to the Complaints Team's inquiries and reminders regarding the verification process and required documents. Due to the lack of communication, the complaint could not be further investigated or resolved. Consequently, the complaint was closed for the moment, with the option to reopen it if the player decided to resume communication.
Royal Casino DK - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: 11,000 kr.
Royal Casino DK
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
I've sent everything they asked for but they're playing dumb and writing the same thing over and over again.
Automatic translation:
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2 months 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 months ago
Dear Rijo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Which documents in particular are causing the issues?
- Have you achieved your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Rijo,
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.
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1 month ago
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,
Tomas
Casino.Guru
