The player from Italy experienced issues with a withdrawal, as her request was reversed without explanation after she submitted the required self-certification form and documents. She suspected that the casino might continue to find excuses to delay the process. The issue was resolved after the player confirmed that the withdrawal had been processed and the funds were received. The Complaints Team marked the complaint as 'resolved' and appreciated her cooperation.
Stanleybet Casino IT - Player's withdrawal is delayed and reversed.
Resolved
Our verdict
Case closed
Amount: €322
Stanleybet Casino IT
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
good morning, I need your help with a withdrawal.
I made a withdrawal last Monday and they sent me the self-certification form with my bank details and document, I filled it out and sent it back but they didn't like the electronic signature, yesterday I did as they asked, printed the completed and signed form and sent it back with documents, last night they reversed the withdrawal without giving a reason, writing that they would give me an explanation within 24 hours... just to waste time... I made the withdrawal again a few hours ago but I think they will find excuses again, my account is regularly activated, I kindly ask for your help, my username is HAIMON14
Automatic translation:
Public
Public
9 months ago
Dear HAIMON14,
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 advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been approved during KYC?
Have you made any successful withdrawals from this casino before?
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,
Veronika
Public
Public
9 months ago
Translation
They sent me an email that my withdrawal was processed but I haven't received anything yet. I'll let you know.
Automatic translation:
Public
Public
9 months ago
Translation
Good morning, the sample has finally arrived.
Automatic translation:
Public
Public
9 months ago
Dear HAIMON14,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
