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After I wrote on the site that my account has been verified, I tried to withdraw the amount, I wrote a successful withdrawal and after a while I wrote the account is not verified, please give more information. And so the 100 leva was lost in waiting. I don't care about 100 leva as much as the problems and nerves they create in this way. And I think that there should be an adequate reaction because I think that only I am the victim, and with BGN 100 if we collect another 10 it becomes BGN 1000 net profit from swindlers .... I want either the money to be returned or to take adequate measures to eliminate the problem.

След като изписа в сайта че акаунта ми е верифициран опитах се да изтегля сумата изписа успешно теглене и след известно време изписа акаунта не е верифициран моля дайде още информация . И така 100те лева се проиграха в чакане . Не ми е до 100те лева колкото проблемите и нервите които създават по този начин. И смятам че трябва да има адекватна реакция защото смятам че едвали само аз съм потърпевша и то със 100 лв ако съберем още 10 стават 1000лв чиста печалба от шмекерлъци.... Искан или парите да се върнат или да се вземат адекватни мерки по отстраняване на проблема.

Dear Toni,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Toni,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

The problem is not in the verification.

The problem is that after it turned out that I was verified, I put money in and then I tried to make it and it told me that I needed more documents.

I don't know if I'm not writing correctly or someone on the other side is the problem. In either case, I'm not to blame for the system screwing up. And you need to have compensation for such cases. I played them out of anger, I played them. But not just like that, but because I thought they might not verify me because it happened to me ... I won't leave you BGN 100 like that ...

Проблема не е във верификацията .

Проблема е че след като ми излезе че съм верифицирана аз тогава сложих пари и след това се опитах да ги изкарам и ми изписа че трябват още документи.

Не знам аз ли не пиша правилно или някой от другата страна е проблема. В двата случая не съм виновна че системата се е прецакала. И трябва да имате компенсация за такива случаи. Аз че съм ги изиграла от гняв изиграла съм ги . Но не просто ей така а защото мислех че може и да не ме верифицират защото ми се е случвало ... няма да ви оставя 100 лв ей така я...

I’m sure you understand that I don’t work for Palms Bet Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you. Unfortunately, since you have played your winnings and we didn't have a chance to intervene, we can't help you.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Toni,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. 

We rejected this complaint as the funds have been played before we could intervene.