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Account ID: 1088208799

Amount in dispute: over 3,000 EUR

I have been a verified customer since 2024 and have completed over 50 previous withdrawals on this account without any issues. At the beginning of August, I requested a withdrawal of over 3,000 EUR. I was asked to submit verification documents again, which I did promptly and in full: an ID photo from a different angle, a selfie holding my ID next to my device with my account profile open, a utility bill as proof of address, and my driving license, front and back.

After each submission, I received only a generic reply stating my data was "under verification" with no timeframe given, and I was then asked for yet another new document. This has been going on for over two weeks now, with no resolution and no explanation.

I have provided every document requested and have received no clear timeframe. I am requesting assistance in obtaining a resolution and the release of my funds. I can provide the full correspondence as evidence.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the most recent winnings you've been trying to withdraw?
• Have you been asked to submit any additional documents for the verification of your account since you posted this complaint?
• When was the last time the casino successfully reviewed and approved any of your identity documents?
• Please forward me the correspondence between you and the casino's customer support regarding the verification requests at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear md86,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru