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Good morning, during a withdrawal, I was asked to further verify my account (KYC had already been performed). When I provided all my documents, including my residence permit, they refused to respond, and the withdrawals remain suspended. I request that the withdrawal of my legitimately wagered funds be guaranteed.

Buongiorno durante un prelievo mi e’stata richiesta un ulteriore verifica del conto( kyc gia effettuato) e nel fornire tutti i miei documenti compreso il permesso di soggiorno non mi rispondono e i prelievi rimangono sospesi. chiedo che mi venga garantito il prelievo dei miei soldi giocati in maniera legittima.

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Dear Adam_Maulana,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Good morning, I confirm that I've sent all the documents several times, and each time I get a different response from a different operator who doesn't seem to understand the issue, and they've been "bouncing" me around for twenty days now. They've asked me to modify them, then provide new ones, and then revert to the original documents. All this to waste my time and not give me a response.

Buongiorno, confermo di aver inviato tutti i documenti svariate volte ed ogni volta mi risponde un operatore diverso che sembra non conoscere la questione e mi "palleggiano" ormai da venti giorni. Mi hanno chiesto di modificarli poi di fornirne altri per poi ritornare ai documenti iniziali. Tutto questo per perdere tempo e non darmi una risposta

Dear Adam_Maulana,

Thank you for your reply.

Could you please share with me all relevant communication between you and the casino regarding the verification process and your withdrawal, as well as any related documents you have submitted to the casino?

Please send everything to my email address at karla.m@casino.guru and include a reference to this complaint so I can easily identify your email.

Thank you very much for your cooperation.

Karla M.

Dear Adam_Maulana,

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,
Karla
Casino.Guru