Space Fortuna Casino - Player's withdrawal is delayed due to verification issues.

i was already verified with spacefortuna for some time and ive had successful withdrawals in the past as well.

recently on november 7th i deposited 286$ and used the 70% bonus they offered me and won 1447$. i withdrew it and they asked me to resubmit a new proof of address , so i submitted it 2 weeks ago and they told me itll take 48 hours to verifiy , its now been 2 weeks and its still in "pending"' process. i contacted support multiple times about it and nothing has been done , they just tell me the same thing everytime. they also asked me to resubmit my ID and selfie by email , and i sent it over 10 days ago. as well as my deposit proof .

i attached all communication below

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.

Dear alekharroch,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please provide the link for the bonus you have used?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

i provided everything they asked for . i sent you an email with all the evidence needed .

Dear alekharroch,

thank you for your response and email.

Could you please provide a link to the promotion in which you participated?

Additionally, has the casino communicated any concerns regarding the submitted documents?

Looking forward to your reply,

Katarina

Dear alekharroch,

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.

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,
Katarina
Casino.Guru