Vinyl Casino - Player’s withdrawal is delayed due to account verification issues.

They won't accept my bank statement. I have sent them a perfectly correct document from my bank in a printed version and an original version. And also a receipt for my deposit. However, they say that the deposit should appear on my bank statement. And it does appear on that printed version. And I have indeed sent the receipt. Shouldn't this information be enough to verify my account? This payment does not appear on the original bank statement because I get a bank statement once a month from the bank and this bank statement ends on the 8th day of the deposit on the 9th day. I would only receive this bank statement in two weeks and I have now been waiting for three weeks since I tried to make my first withdrawal. Can you help me with this? It is a deliberate delay. And I have also sent screenshots from the bank's own website. This is just an addition.

Dear Player,

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 take KYC lightly

• Could you please share with me the documents that the casino didn't accept?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I sent you documents by email which they did not accept. I have had a discussion by email and also in chat. But the matter is not progressing. If you look at the documents I sent, don't they show everything they need to verify my account?

I understand your frustration. Thanks for the provided information.

• Do I understand correctly that you used the bank transfer option when making the deposit in the casino?
• If the issue persists, could you please share your recent discussion with casino support regarding the requirements for verification of your account?
• Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Yes. zimpler. I also sent you an email.

Dear kujala00000,

Did the casino accept the statement and process the payout to your bank account?

Please let me know.

The bank statement was approved. But my withdrawal is still being cancelled. They claim the reason is the service provider, i.e. zimpler. They tell me to re-submit the withdrawal every time but what's the point of re-submitting it and waiting three days for them to cancel it. I'll send you an email with a chat conversation so you can see that the chat server just says that I don't have any more information about it.

Thanks for the explanation.

Did the casino resolve the issue with the payments? Were your winnings paid out to you?

Please let me know.

I have now received 2500e of my winnings. Most of it is still pending. But they have now paid 500e every now and then. Hopefully I will get all my winnings. However, I would like to keep this case open until I get all my winnings? That there is no need to open a new case if my winnings do not come to me.

Thank you very much, kujala00000, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I have now received a daily withdrawal of 500e. Some of my winnings have not yet arrived. But now they have been active and have fulfilled what they promise regarding my withdrawals. So if they continue to actively accept withdrawals I will mark this complaint as resolved by the end of the week.

Dear kujala00000,

My name is Romi, and I will be taking care of your complaint now.

I am glad that things are moving forward and will wait for your update.

Thank you for your cooperation.

Best regards,

Romi

Dear kujala00000,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kujala00000,

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,

Romi