DelOro Casino - Player's withdrawal is delayed due to pending verification.

I have uploaded my KYC verification documents to the casino site in order to request a withdrawal.

However, even though it has been about a month since I submitted the documents, the verification is still on hold, and I can't proceed with my withdrawal request.

When I contacted support, I received a confusing response suggesting that playing more could speed up the document verification process.

I kindly ask for your cooperation to ensure I can successfully withdraw the winnings I earned fairly.

※Attachments

・Image showing the date of the last deposit (over a month has passed)

・Image showing the documents still on hold

・Image of the chat with support

Dear Charlie333,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm that the details on your documents exactly match the information on your casino user profile?

Which specific documents did you provide, and when did you last submit a document to the casino? Additionally, have you ensured that all documents were sent in high quality and in the correct format?

Has customer support indicated how long the KYC process is expected to take?

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

Veronika

The documents submitted match exactly with the casino site profile.

Regarding the documents to be submitted

・Selfie images

・Passport or driver's license image

(I cannot confirm which image was submitted because I cannot check the submitted image on the casino site)

Date and time of document submission

Since you can only check the deposit history on the casino site,

・More than one month in advance

Regarding the quality of submitted documents

- Submit high-quality content in the correct format

Support has not given any indication as to how long the KYC process will take.

The verification screen states a maximum of 48 hours, but this period has already passed.

That's all.

Thank you for your confirmation.

Thank you very much, Charlie333, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Dear Charlie333,

I have reviewed your case, and I'm sorry to hear about your challenges with verification. I will reach out to the casino to help resolve this issue. We will await their reply to see what can be done.

Dear DelOro Casino,

I invite you to participate in this conversation regarding the player's complaint. Could you please provide us with more information about the case? Specifically, I would like to know the current status of the player's KYC process and when Charlie333 can expect it to be completed.

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards, 

Natalia

Hey Natalia,

We have responded to your email.

Kind regards,

Del Oro Casino

Dear DelOro Casino, I appreciate you contacting me. Please, check my reply - we will need more information from you to continue investigating the player's issue. Thank you.

Thank you for your help.

Although the investigation is still in progress, after checking Del Oro Casino's website, it appears that the submitted documents have been approved, as shown in the attached image.

I will now apply for withdrawal.

The money arrived in my wallet immediately.

The problem has been resolved.

Thank you to Casino Guru and Del Oro Casino for your cooperation.

Dear Natalia,

He has received all of his withdrawals and the account has been closed. Thank you both for your cooperation.

Kind regards,

Del Oro Casino

Thank you for the confirmation, DelOro Casino.

Dear Charlie333,

Unfortunately, the casino has stated that they are unable to provide a detailed explanation for the closure of your account. However, since you have received your balance in full, could you please let me know if we can consider your complaint resolved and proceed to close it?

Thank you.

Dear Charlie333,

We're glad to hear that you have received your money in full. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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. 

Best regards, 

Natalia

Casino.Guru