The player from Canada faces delays in account verification required for withdrawals, as the process has been pending for almost a week despite the casino's claim of 48 hours. Each inquiry to support yields the same response about being busy, leaving the player's funds inaccessible.
DelOro Casino - Player’s withdrawal is delayed due to pending verification.
Amount: Can$7,000
DelOro Casino
Safety Index:HighSafety Index
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8.1
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 58m 57s
Case summary
4 hours ago
Public
Public
4 hours ago
Hi,
The casino requires an account to be verified before any withdrawals can be made, and they claim that verification can take up to 48 hours.
They only asked for IDs and a selfie for my verification, but it has been pending for almost a week. Every time I contact their support, they just say they are busy...
Now my funds are stuck there unable to be withdrawn...
Thepwner001
Public
Public
4 hours ago
Dear Thepwner001,
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 advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
When was the last time you communicated with customer support regarding your verification?
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
Casino Guru is examining the case
