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I made a withdrawal of 25 thousand euros and received an email asking me to verify some documents. For a solid 24 days, I have sent everything that was asked of me, and I still haven't been able to resolve the problem today.

Ho fatto un prelievo di 25 mila euro e mi è arrivata un email dove mi viene chiesto di verificare dei documenti. Per bene 24 giorni ho mandato tutto quello che è stato chiesto ed ancora ad oggi non sono riuscito a risolvere il problema

Dear crypiconese,

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 takes 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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Greetings

I was asked for proof of address, identity document, photo of all cards used, bank statements and I sent everything. Today I receive another email telling me that my account has been temporarily deactivated and they are awaiting clarification on a nettler deposit made and not in my name. I explained everything to them saying that it was my mistake, now I'm waiting for their answers

salve

mi è stato chiesto la prova di indirizzo, documento di identità, la foto di tutte le carte utilizzate, estratti conti bancari ed ho mandato tutto. Oggi mi arriva un altra e-mail dove mi viene detto che il mio account è stato temporaneamente disattivato e attendono chiarimenti su un deposito nettler effettuato e non a mio nome. Gli ho spiegato tutto dicendo che è stato un mio errore ora attendo loro risposte

Thank you very much for your reply, crypiconese. 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.

right

certo

Could you please provide more information regarding the Neteller deposit?

Regarding the nettler deposit, everything was clarified and they warned me to be careful next time. However, with the entire account unlocked, the withdrawals still do not start

Riguardo il deposito nettler e stato tutto chiarito e mi hanno avvisato di stare attento le prossime volte. Però con tutto l account sbloccato i prelievi ancora non partono

What should I do ?

Cosa devo fare ?

Well, have you already provided all the required documents? Also, I am really interested in the conversation regarding the Neteller account. Please forward it to me. Thank you.

Dear crypiconese,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.