Cookie Casino - Player’s struggling to complete KYC verification.

I requested my withdrawal and was sent an email asking for pictures of my drivers license front and back , was asked to send pictures of my bank statement showing I deposited into the casino , i was told to submit utility bill with my name and address on it also told to send picture of my bank card front and back. I did all of it. Then they sent back asking for a picture of myself holding my drivers license and a picture of me golding a piece of paper with casino name and date on it. I did this and they still refusing to send me my money. Where can I get help with this problem?

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked pictures you attached to your complaint and I must say, many of them aren’t in the best quality – smudged or taken from a weird angle. This might be the reason why the casino is hesitating and asking for additional documents over and over, but this is only my guess.

Is there any relevant communication between you and the casino that you could forward me? Did you receive any explanation from the casino about delayed verification? If yes, please send it all to my email address kristina.s@casino.guru

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello they have accepted my drivers license and my utility bill only thing now is they want a bank statement showing my full name account number branch and institution number also showing the transaction to the casino. My problem now is that here in Canada you cannot get all that info on one paper from bank they will give you a paper with your transactions and name or a paper with your name and account info so what can I do I have tried submitted both but they keep coming back with something new for me to supply.

Thank you very much Marcel for your reply and email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I will now try to contact the casino to let them know about your issue.

They finally give my money after 3 days of trying

Dear Marcel,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru