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I went to their site to redeem a birthday bonus and I made a deposit with my cash app card. Well I since then lost this card. So I won some money and I attempted to cash out but I was prompted to take a selfie and pictures of my drivers license and debit card(s) for the verification process, and so I did all the steps it instructed me to do and my DL and my bank card was verified but I had lost the other debit card and I am unable to obtain it and so I can’t verify the one card and so I am unable to make a withdrawal of my winnings. I contacted Customer service through the chat and I spoke with a person named Alfred Whitaker the first time and I asked how do I get this card removed from my account so I can make a withdrawal and he instructed me to write out a hand written letter, including the last four digits of the card, sign it and send it to their documents department via email and he said it would only take a few hours, which I did and I never received any response back so I contacted them again and they gave me the same instructions so I sent it again and still haven’t received a response and I am still unable to be verified or withdraw my money and the card is still on my account.

Dear darrellnedrow568,

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.

Do I understand correctly that verifying the lost card seems to be the only obstacle standing between you and successful verification? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Dear darrellnedrow568,

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.