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After earning legally on the platform (without using any deposit bonuses) they are putting unjustified obstacles in my way to withdraw my money. I have already provided documents to verify my account such as:

• DNI.
• Selfie with ID.
• Photo of all the cards I have used to log in.
• Last 3 payrolls (January 2025, December 2024, November 2024).
• Telephone bill to verify address.
• Bank statement of the last payroll from January.
• Screenshots of all transactions made on the platform with the different cards.

With all this, I keep getting asked to verify my source of funds.

It won't let me attach a screenshot, so I'm quoting the last thing they told me via chat:

"This could be a bank statement showing incoming transactions with appropriate tracking explaining which entity the funds were transferred from, for example, a payment made on a specific date with an audited narrative, such as the sale of a house with transfer of X Euros from Company Y, rental income deposits, available balance, a deposit, a loan, etc."

I believe that with the documents I have sent I have amply demonstrated my source of income and that they are displaying abusive behavior towards me.

I have tried to resolve this amicably, but after more than 10 days of waiting, I am forced to complain here.

Después de ganar legalmente en la plataforma (sin utilizar bonos de ingreso) me están poniendo obstáculos injustificados para retirar mi dinero. Ya he proporcionado documentos para verificar mi cuenta como:

• DNI.
• Selfie con DNI.
• Foto de todas las tarjetas que he utilizado para ingresar.
• Ultimas 3 nominas (Enero2025, Diciembre2024, Noviembre2024).
• Factura telefónica para verificar domicilio.
• Extracto bancario de la ultima nomina de Enero.
• Capturas de los movimientos de todos los ingresos realizados en la plataforma con las distintas tarjetas.

Con todo esto, me siguen pidiendo que verifique mi fuente de fondos.

No me deja adjuntar captura por lo que cito textualmente lo ultimo que me han transmitido por chat:

"podría ser un extracto bancario que muestre las transacciones entrantes con un seguimiento adecuado que explique desde que entidad se transfirieron los fondos, por ejemplo, un pago realizado en una fecha especifica con una narrativa auditada, como la venta de una casa con transferencia de X euros de la empresa Y, depósitos de ingresos por alquiler, saldo disponible, un deposito, un préstamo, etc."

Considero que con los documentos que he mandado he demostrado de sobra mi fuente de ingresos y que están teniendo una conducta abusiva hacia mi persona.

He intentado resolver esto de manera amistosa, pero después de mas de 10 días esperando, me veo obligado a quejarme por aquí.

Dear jcfernandezrebollo,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• Are you able to check the verification status of your documents or account in your player profile? Would you be able to share a screenshot?
• Is the source of funds verification the only obstacle in completing the KYC verification to your knowledge?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hello good,

Yes, I understand that KYC is essential and that is why I have cooperated by sending each document that has been requested as soon as possible. However, I consider that I have already verified the proof of funds by sending several pay slips and bank statements, and that I am being abused.

I answer your questions:

• Yes, I have sent all the documents correctly and they have never told me anything about the incorrect format.
• Yes, I have access to my account.
• I don't know, because with each verification step I've passed, they've asked me for another one. As of today, that's the only obstacle.
• I don't have any chat transcripts saved as I've never had this kind of problem before. But I will keep them from now on, and if I have any new ones I will send them to you.

I've sent you the rest of the screenshots by email.

Buenas,

Si, comprendo que el KYC es esencial y por eso he colaborado mandando cada documento que me han solicitado lo mas pronto posible. pero considero que la prueba de fondos ya la he verificado mandando varias nominas y extractos bancarios, y que se esta haciendo un abuso sobre mi.

Respondo a tus preguntas:

• Si, he mandado todos los documentos correctamente y nunca me han dicho nada de formato incorrecto.
• Si, tengo acceso a mi cuenta.
• No lo se, ya que con cada paso de verificación que he ido superando, me han ido solicitando otro. A día de hoy, si que es el unico obstaculo.
• No tengo ninguna transcripción de chat guardada ya que nunca había tenido este tipo de problemas. Pero de aqui en adelante si que me las guardare, y si tengo nuevas te las hare llegar.

Te he pasado al correo el resto de las capturas.

Thanks for your replies.

Were your new withdrawal requests canceled or processed?

Were you in contact with casino support since your last post?

Could you please share the communication you saved with the case that mentions any particular obstacles? Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello good,

• They cancelled a request for me, I currently have 3 pending withdrawals (2855€ in total) and 1400€ of balance (which they won't let me use anywhere, since I'm blocked from both the casino and betting).
• I have had two conversations since the publication, one yesterday and one this morning. They cannot tell me why they do not approve my payroll as proof of funds, they also tell me that they do not know why they cannot send me emails with information on the status of my verification, and they recommend that I open a chat every 12-24 hours asking about the status.
• I am sharing with you both conversations I had with a casino agent via email.

Thank you.

Buenas,

• Me cancelaron una solicitud, actualmente tengo 3 retiros pendientes (2855€ en total) y 1400€ de saldo (que no me dejan usar en ninguna parte, ya que estoy bloqueado tanto de casino como de apuestas).
• He mantenido dos conversaciónes desde la publicación, una ayer y otra esta mañana. No saben decirme porque no aprueban mis nominas como prueba de fondos, tambien me comentan que no saben porque no pueden mandarme correos con la información del estado de mi verificación, y me recomiendan abrir chat cada 12-24h preguntando por el estado.
• Te comparto ambas conversaciones que he mantenido con un agente del casino por correo.

Gracias.

Thanks for your patience.

I went over your interactions with the casino regarding your verification documents.

My conclusion is that the casino requires unedited bank statements from the last 3 months in PDF format. Please note this is a common request from online casinos that proceed with verification to provide unedited documents.

Please let me know whether you provided the casino with unedited documents as well already. Looking forward to your reply.

I sent them the documents on Wednesday, and I'm still waiting for a response. They told me that I have to ask via chat from time to time to find out the process since they don't know why they can't send me emails.

Les pase los documentos el miercoles, y sigo esperando respuesta. Me han dicho que tengo que preguntar por chat de vez en cuando para saber el proceso ya que no saben porque no me pueden enviar correos.

Last Thursday I sent the requested monthly summaries for the two bank accounts associated with the cards I used to make the deposits. To make it easier for you to identify them, I underlined the corresponding transactions.

On Friday morning I contacted them again and they told me that I had to upload the documents again, this time without highlighting. I proceeded to attach them via chat.

That same night, I checked again via chat to find out the status of the documents and, this time, they asked me for the payslips again (which I had already sent a month ago; even so, I attached a new one). They also mentioned that they had sent me an email with information about it, although I have not received any email from the casino since February 18. In addition, they asked me for a bank statement for the last 6 months (when initially they had only asked me for the last 3, when the account was created in November, and with the statements I have sent them, absolutely all the deposits I have made can be seen) and they made me complete a questionnaire, which I answered without problems.

I am attaching the conversations by email.

I feel like every time I contact them via chat it's like starting from scratch, as the information seems contradictory. For example, in the last chat I was informed that they had sent me an email 15 hours ago rejecting my documents, when I had uploaded those same documents just 12 hours earlier. Despite sending all the required documents in the requested format and without modifications, there always seems to be some additional document they need, even if I have already provided it previously. Also the fact that they don't contact me via email makes communication less fluid.

El pasado jueves envié los resúmenes de los meses solicitados para las dos cuentas bancarias asociadas a las tarjetas con las que realicé los ingresos. Para facilitarles la identificación, subrayé los movimientos correspondientes.

El viernes por la mañana contacté nuevamente con ellos y me indicaron que debía volver a subir los documentos, esta vez sin subrayar. Procedí a adjuntarlos a través del chat.

Esa misma noche, volví a consultar mediante el chat para conocer el estado de los documentos y, en esa ocasión, me solicitaron nuevamente las nóminas (que ya había enviado hace un mes; aun así, adjunté una nueva). También mencionaron que me habían enviado un correo con información al respecto, aunque no he recibido ningún correo del casino desde el 18 de febrero. Además, me pidieron un resumen bancario de los últimos 6 meses (cuando inicialmente me habían solicitado solo los últimos 3, cuando la cuenta me la cree en noviembre, y con los resúmenes que les he mandado se ven absolutamente todos los ingresos que he realizado) y me hicieron completar un cuestionario, el cual respondí sin problemas.

Te adjunto las conversaciones por correo.

Tengo la impresión de que cada vez que contacto a través del chat es como empezar desde cero, ya que la información parece contradictoria. Por ejemplo, en el último chat me informaron que hacía 15 horas habían enviado un correo rechazando mis documentos, cuando yo había subido esos mismos documentos apenas 12 horas antes. A pesar de enviar todos los documentos requeridos en el formato solicitado y sin modificaciones, siempre parece haber algún documento adicional que necesitan, incluso si ya lo he proporcionado previamente. Además el hecho de que no me contacten por correo hace que la comunicación sea menos fluida.

Thank you very much, jcfernandezrebollo, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Tomás, I received my payment from the casino yesterday. Thank you very much.

Buenas Tomás, ayer recibí el pago del casino. Muchas gracias

Thank you, jcfernandezrebollo, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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.

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Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru