The player from Uzbekistan had filed a complaint against TOM CASINO due to the pending verification of submitted documents, which had prevented him from withdrawing his funds. He had attempted to contact the operators via live chat but had received no response, leading to concerns about the lack of communication and delays. The player confirmed that all required documents had been submitted correctly and within the specified timeframe, but the verification process had exceeded the expected 48 hours and withdrawal requests had been repeatedly rejected without explanation. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team, who had remained available to assist if he chose to resume communication. The complaint was later reopened at the casino's request, and the issue was ultimately resolved as confirmed by the player.
Tom Casino - Player's withdrawal is delayed due to verification issues.
Case closed
Amount: 1,500,000 лв
Tom Casino
Safety Index 4.5 LowCase summary
Translation
Hello.
I am filing a formal complaint regarding the operation of TOM CASINO.
My documents were submitted for verification some time ago, but verification is still pending. Because of this, I can't withdraw my funds.
Furthermore, I've tried repeatedly to contact operators via live chat, but have received no response. The lack of feedback and the long verification delays are seriously concerning.
Please provide clear information:
— what specific documents or data are still required;
- Why does the verification take so long;
— when account verification is completed and withdrawal is processed.
I consider it unacceptable to block access to funds without explanation and without support from operators.
I hope for a prompt solution to the problem.
Sincerely.
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.
Hello,
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?
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,
Attila
TranslationHello, Attila.
Thank you for your reply.
I would like to inform you that I have already provided all the requested documents for verification. All documents were submitted in the correct format and within the specified timeframe.
According to the casino, document verification was supposed to take up to 48 hours. However, significantly more time has passed, and my documents still haven't been reviewed, and I haven't been given any specific explanation.
Furthermore, my withdrawal requests are repeatedly rejected without any reason given. This is causing me great concern.
If you require additional photos, screenshots or other evidence related to submitted documents or rejected withdrawals, I am happy to provide them at any time.
I ask you to look into this situation and help solve the problem as soon as possible.
Sincerely, Sakegas
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? Additionally, could you please attach screenshots of your withdrawal history as well?
You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
Dear Sakegas,
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,
Attila
Casino.Guru
We’ve reopened this complaint at the request of Tom Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Sakegas, could you please confirm whether you have received the funds in question?
I look forward to your reply.
Hello, I just wanted to express my sincere gratitude. I was able to withdraw my money successfully. Thank you so much for your help!
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sakegas,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
