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Sir I have put withdrawal amount of 26700 in 4rabet casino , then the casino said me to provide kyc documents and they will look up in 7 days . It's already been 7 days and casino is not verifying my account. And I'm waiting for my withdrawal from so many days . Casino is ignoring my withdrawal problem.

Dear kabcd42,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Problem is casino is not verifying my account and just ignoring me

Dear kabcd42,

Have you received your withdrawal from the casino yet?

Hello they have replied for my verification and they asked a video of me with my id card where i login in my account of that casino. I'm sending this to them today. Please keep my case open until i receive my withdrawal.

Thank you for your reply, kabcd42. Of course, we will keep this complaint open until you confirm the verification and withdrawal have been successful. Please keep me informed about any further developments.

Still verification not done. I mailed them requirements but they not verifying my account. Everyday i message to customer care they give copy paste reply that verification will be done soon. It's been so many days and I feel that they don't want to verify my account and they don't want to give me withdrawal.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ok thank you I'll email all the relevant details

They asking my bank account proof in which i wanted withdraw. I given both account proofs , but they are not replying now.

Thank you very much, kabcd42, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Update : Finally they acknowledged all my documents for verification. And they said :

"Hello! Your account is being verified, it will be completed as soon as possible" They also said that they are checking my documents and they will email me verification result in 7 days.

Hello kabcd42,

I'm Michal and I have taken over your complaint. I have reviewed this case and I understand your frustration with the bit lengthy verification process, but I would like you to please understand that KYC and AML are very important and essential processes and they take a bit of time to be completed. As the casino team has informed you the verification check should be done within 3 - 4 days, so I would kindly ask you to be patient. If there is no progress after 4 days I will contact the casino team to provide an explanation for the delay.

Now they saying that my documents are verified and they waiting for the administrator decision and it will take couple of days more

Dear kabcd42,

It is a good sign that all your documents have been verified. We are finally moving forward. It is quite standard that the administration or financial team needs to approve the payment. Ideally, we would like to see this approved on the same day, but it is nothing unusual that this could take a couple of days. I acknowledge the time-consuming nature of the entire procedure, but I remain optimistic that your withdrawal will be processed very soon.

Sir now they again prolong the process and they stopped giving timeline and they just saying soon verification decision will come. Their attitude is doing as late as possible. It's almost 1 month since I placed withdrawal and they made the verification prolonged. Even my verification is done , they just prolonging the process more . They are saying decision will be come by administrator about my verification but I don't know when and they also don't know when. My patience is ending sir.

This is my latest chat to them today

Sir today i received my withdrawal. I'm surprised today when they said that my withdrawal is paid out.

Dear kabcd42,

Do I understand correctly that you have successfully received your withdrawal? If so, that's great news 🙂 Can we consider your complaint to be resolved?

Yes sir my complain is resolved.

Thank you for the confirmation, kabcd42.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru