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Issues with account verification

I've sent everything I possibly can, statements, photos of cards , but be withdraws are being held hostage

Dear jonathancharrier3,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The payment methods in question are a visa debit and a debit MasterCard. Both cards are bank cards with the visa and MasterCard logo on it. Both are strictly virtual cards. I've send screenshots of both of them. I also sent in bank statements showing the deposits. The statements only show the bank account numbers but they are telling me they need the statements to site the credit card numbers, which I told them several times that is not something my bank has. I asked my bank and they said the statements always only show the account numbers. None of these explanations seem to satisfy the verification team. I feel like my deposit and my winnings are just being held hostage. I get they have verification requirements, but what their are asking for is impossible as no such thing exists from my bank

Update

It looks like payment is on the way

Thanks

Dear jonathancharrier3, kindly inform us once you have received the payment.