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I made a withdrawal request and I was asked to present documentation to verify that the cards I used for payments into the gaming account were mine, I presented and sent via e-mail as their request the 3-month account statements in which I the card was replaced due to its expiry, I sent a photo of the card I used as requested, I explained to them that I paid with Apple Pay which, as per the regulation, changes the card number and creates a new virtual one, now I ask them to be able to withdraw money from my gaming account

ho effettuato richiesta di prelievo e mi è stato richiesto di presentare documentazione per verificare che le carte da me utilizzate per i versamenti nel conto gioco fossero mie, ho presentato e inviato via e-mail come loro richiesta gli estratti conto di 3 mesi in cui me stata sostituita la carta per scadenza della stessa, ho inviato come da loro richiesta foto della carta da me utilizzata, ho spiegato loro che ho pagato con Apple Pay che come da regolamento cambia il numero della carta e ne crea uno nuovo virtuale, ora chiedo di poter prelevare i soldi del mio conto gioco

Dear zucconisimone,

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

Dear zucconisimone,

Have you received your withdrawal from the casino yet?

No I have not received the money they keep asking me to produce impossible documentation in order not to give me my money, I have done everything possible, sent anything to prove that the cards I use are in my name, but they insist that this is not the case

No non ho ricevuto il denaro continuano a chiedermi di produrre documentazione impossibile pur di non darmi i miei soldi, ho fatto il possibile , inviato qualsiasi cosa per provare che le carte da me utilizzate sono a me intestate, ma insistono che non sia così

Thank you very much for your reply, zucconisimone. Before we contact the casino, 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.

Dear zucconisimone,

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.