The player from Italy successfully withdrew 210 euros but faced issues with a subsequent withdrawal of 1400 euros. The casino accepted his bank statement from one account but rejected the statement from another, despite it being the original document. He sought assistance to resolve this matter. The issue was marked as resolved after the player confirmed that the matter had been addressed satisfactorily.
Player's withdrawal is delayed due to document issues.
Resolved
Our verdict
Case closed
Amount: €1,400
Honeybetz (https://67honeybetz50.com/it)
Case summary
Discussion
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2 months ago
Translation
Hello, after a first withdrawal of 210 euros went smoothly, the casino, after converting a bonus and winning 1400 euros, asked me for the statement of 2 bank accounts, one Revolut and one Credit Agricole, they accepted the Revolut statement and now they have refused the Credit Agricole statement, and they continue to tell me to upload the original file when the file I sent them is the original one, I honestly do not know what to do for this, I am turning to you at Casino Guru please if you can solve this problem
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 Pinobelli,
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 specify the format of the document you shared? Was it a PDF file, an image of a physical document or any other type of file, please?
- Could you please provide the exact date of your initial verification request?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
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
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pinobelli,
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,
Katarina
