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Hi, I have been trying to withdraw continuously for 3 days but nothing every time I try, after 2 minutes the money returns to the game account, I no longer know how to do it, it makes me think that this is a fake site .... If could you help me maybe being that the support really sucks

Salve, è da 3 giorni che provo a prelevare continuamente ma nulla ogni volta che provo, dopo 2 minuti tornano i soldi sul conto del gioco, non so più come fare, mi viene da pensare che questo sia un sito fake.... Se potreste aiutarmi magari essendo che il supporto fa veramente schifo

Dear Alessia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, I don't know what KYC verification is as it didn't ask me for anything other than my email password and number when I registered. so if you could kindly tell me what it is, I would try to do it, about contacting the casino, it is yes, a bad support to say the least, they answer you by saying try again in 2 3 hours, but always the same does not change anything.

Salve Kristina, non so cosa sia la verifica KYC essendo che alla registrazione non mi ha chiesto nient'altro che email password e numero. quindi se potrebbe gentilmente dirmi cos'è, proverei ad effettuarla, riguardo a contattare il casino, è sì, un supporto al dir poco pessimo, ti rispondono dicendo riprova tra 2 3 ore, ma sempre lo stesso non cambia nulla.

Thank you for your reply, Alessia. KYC (Know Your Customer/Client) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. In order to verify a player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Do I understand correctly that you haven't submitted any such documents so far? Could you please clarify if this was your first withdrawal attempt?

Hi, again kristina, so yesterday I managed to withdraw with another electronic card called money perfect, but what I want is to withdraw with VISA, due to the fact of KYC no this site does not ask for anything, nor an identity card bills ... And I keep trying to withdraw with a visa, but nothing

Salve, di nuovo kristina, allora ieri sono riuscito a prelevare con un'altra carta elettronica di nome money perfect, ma quello che voglio io è prelevare con VISA, per il fatto del KYC no questo sito non chiede nulla, ne carta d'identità ne bollette... E continuo a provare a prelevare con visa, ma nulla

Do I understand correctly that you have managed to withdraw with Perfect Money? Could you please describe in more detail what is going on when you try to withdraw with Visa? Are such withdrawals being rejected? Or you cannot request the withdrawal at all?

Dear Alessia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.