CryptoCasino.com - Player’s withdrawal is delayed due to document rejection.

This casino does not want to withdraw my funds. The deposit was 3130 TRX. Now I have 9671 TRX on my balance. To withdraw, they asked me for documents for POA (Proof of address). For a month, I sent various documents confirming my place of residence, issued by the state. In response, they simply rejected my documents and did not comment on the exact reasons why they were not suitable. I am 100% sure that they really confirm my address and follow all the rules. With the help of these documents, I passed verification more than 10+ at other similar online casinos and I did not have any problems. That is, my original documents that I sent them are ideal proof of my place of residence, which have always satisfied everyone and I have never had any problems with them. Based on this, we can conclude that this casino specifically rejects all documents sent by the user in order to deceive the user and take all the money for themselves. Again, I repeat that they do not give any exact comments on why this or that document is not suitable. Also in the discussions about this casino, I saw that I am not the only one, I am not the only one with this problem. They deceived not only me...

Dear gmarys, 

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. 

Could you please specify what documents you submitted as your proof of address to the casino? Have you provided the required documents on time and in the correct format?

Please forward me the documents that you sent to the casino as your proof of address at veronika.f@casino.guru.

Have all your other documents been approved and verified?

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, 

Veronika

Dear gmarys,

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.

I was asked to provide 1 of 4 documents to choose from:

1. Utility bill (electricity, water, gas, etc.)
2. Bank or credit card statement
3. Tax invoice
4. Government-issued residential statement or certificate

I sent the Bank card statement, Utility bill and Government-issued residential statement.

Identity verification documents have been accepted and approved. All address verification documents have been rejected. I have sent you all documents by email.

Thank you very much, gmarys, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay, I'll wait...

Hello, gmarys,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CryptoCasino.com team,

Could you please explain the player's situation in more detail? Why does the casino keep rejecting his documents?

What needs to be done on the user's side to pass the KYC/verification and withdraw his winnings?

If necessary, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi gmarys (& Branislav)

I have talked to the verification team and pleaded your case. I think there is enough benefit of the doubt in your favour to say that your case is not fraud and have asked them to complete your verification. This should be done in the next 24 hours.

I am sorry you had the problems but the platform's fraud team need to always err on the side of caution.

We appreciate your patience.

Kind regards

CC

Thank you for solving the problem. Everything was confirmed for me and I was able to withdraw my funds.

What great news, guys!

Thank you, gmarys, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, CC Team, for your help and cooperation! We highly appreciate it!

Best regards,

Branislav, Casino.guru