HomeComplaintsCrashino Casino - Player’s withdrawal is delayed due to KYC issues.

Crashino Casino - Player’s withdrawal is delayed due to KYC issues.

Amount: $2,000

Crashino Casino
Safety Index:Low
Submitted: 29 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

2d 10h 12m 34s

Case summary

5 days ago

The player from the Dominican Republic is facing difficulties withdrawing money from the casino after it requested KYC documents, which have been repeatedly rejected despite submission of multiple proofs of address. The player feels the casino is unwilling to process the payout.

Public
Public
1 week ago
Translation

I made a withdrawal and they told me it would be processed in 24 hours. Then, they asked me for the KYC. I sent all the documents and several proofs of address, but they keep rejecting them. It's as if they don't want to pay me my money. I just want to get paid and I won't play at your casino anymore.

Automatic translation:
Public
Public
6 days ago

Dear tavarezdayvi5,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re experiencing with your withdrawal and the KYC process. To help us look into this matter, could you please provide a few additional details:

  • Could you specify the date when you initially requested the withdrawal and when you submitted the KYC documents?
  • Have you received any specific reasons from the casino regarding why your documents or proofs of address were rejected? If so, could you describe these reasons or provide any correspondence from the casino?
  • Could you let us know which documents and proofs of address you submitted and if any alternative documents were suggested by the casino?
  • Please confirm the amount of your withdrawal and the email address associated with your casino account for verification.

If you have any relevant email threads or screenshots of communication with the casino, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela



Waiting for approval
Waiting for approval
5 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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