Winshark Casino - Player's withdrawal is delayed due to verification issues.

i joined this casino over a month ago and was lucky to win a bit and requested a 750 withdrawal but have played and requested a 700 withdrawal now , and following that i am requested to verify myself which is fine, it needs to be done. well after sending in docs it was denied for my address verification, i then sent in 6 0r 7 different ones, all denied. the one utility bill ive sent in both times is a utility bill i use at every casino i join with no problems, it has both my physical and my mailing address on it.i have again sent it in today and once again denied. i spoke with support once and all i got was the same generic message i get with email and no help from them to try resolve thisive answerred emails and explained that my both addressses are on the utility bill but i get nothing in response escept to send in utility bill to prove my address, this casino and process is frustrating

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your address seems to be the only issue?
• Have you provided any other documents, and have they all been approved?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Kristina

I do understand the process of verification and totally agree with it, I have had to do kyc numerous times with joining casinos. I have submitted 6 or 7 different documents with either my physical or my mailing address but all denied. The utility bill I keep sending is the one I use at all the casinos I join with no issues. I have submitted everything that I have. Can you tell me what is the reason it is continually denied as it has everything that is needed to verify my address. And talking to your support I got no help and was offered the same info as in the emails I get

Thank you

Ron l***

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear rledoux54,

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.

im done with this, this casino does not offer any advise on solving this, all i get is that message to send in document, ive sent in 7 or 8 documents with no help and all they want is to get my money and keep my 700.00 winnings. this casino thinks theyre better than other casino to not accept a document that is accepted by easily hundreds of others.ive googled complaints with this casino and theres many with my same issue

Do I understand correctly that you are no longer interested in proceeding with this complaint?

Dear rledoux54,

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,
Kristina
Casino.Guru