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After requesting a withdrawal of approximately €16,000, my account entered an extended verification process involving additional requests including a street-sign verification photo.

During this period, support would not clearly confirm whether the withdrawal would be approved after verification. Despite the unresolved withdrawal and KYC review, my account remained fully active for gambling.

I believe the prolonged and unclear handling of the verification process while continued gambling access remained available created an unfair situation. I am requesting a review of the account handling, verification timeline, and withdrawal process.

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Dear Caolan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand where your coming from but after opening the account and making some money, withdrawals were processed (around 10,000€) and then I won an additional 16,000€ and that’s when more kyc triggered where I had to take photos in front of my street sign and they said they would email when it was done but no email was sent and when I asked when I send these documents , will I receive my funds they didn’t want to answer the question and gave bland explanations.

Dear Caolan,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No the withdrawal was never received as when I sent over the documents of me standing in front of my street sign , they then replies it had to be in the daylight not darkness I can link the photos clearly showing the street sign in perfect view and as the time went , I went on to lose the money so I believe I have a case that they , prolonged the Kyc to make sure I could not get the money knowing I would lose the funds which is unfair.

Dear Caolan, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.

Karla