The player from Greece faces unjustified delays in account verification, hindering her ability to withdraw her winnings. Despite submitting all required KYC documents, her account remains partially verified, leading to a pending withdrawal process. She requests the immediate finalization of her verification and approval of her withdrawal.
V.Vegas Casino - Player's withdrawal is delayed due to account verification issues.
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Waiting for Casino Guru to reply
3d 15h 26m 9s
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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Public
1 week ago
Translation
I wish to publicly denounce the unjustified delay I am experiencing regarding the full verification of my account, which is preventing the completion of my withdrawal.
Although I have repeatedly submitted all the necessary and required identification documents (KYC) and the platform has accepted them as valid, my account remains in a partially verified status. As a result, the withdrawal process for my winnings is pending.
Although it has only been 2-3 days, the general attitude and responses of customer support indicate deliberate obstructionism aimed at delaying payment.
I request the immediate finalization of my account identification and the approval of my withdrawal request, as I am entitled to under the terms and conditions.
Automatic translation:
Public
Public
5 days 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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5 days ago
Dear NIA1301,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help me better understand your case, could you please answer the following questions?
- Could you please confirm whether you have submitted all of the documents requested by the casino for KYC verification process?
- Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
- Have you received any communication from the casino regarding the status of your verification?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
