The player from Finland completed account verification but faced repeated rejections on multiple withdrawal attempts despite confirming his account. After being asked for additional documents, he is now unable to log into his account, and the internal transfer of his funds has not received any response.
RX Casino - Player's account is closed and withdrawals are rejected.
Opened
Current status
Waiting for Casino Guru to reply
6d 20h 31m 23s
RX Casino
Safety Index:Very lowCase summary
Discussion
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18 hours ago
Translation
Hi, I did an account verification and tried to withdraw 5x2.5 thousand withdrawals even though I had confirmed the account. It was rejected and I contacted the customer service who advised me to try again. I made 3 withdrawal attempts and then I received an email saying I had to send additional documents. Now the withdrawals were rejected in the game account and an internal transfer had been made to my 12,502 money and now there is no response anymore and I can't log into my account anymore.
Automatic translation:
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3 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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3 hours ago
Dear Jesbe95,
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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please let me know which verification documents you have initially provided and when exactly you sent the last one?
- What specific documents were requested from you for the additional verification?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
