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Hi I’ve got $1100 I’m trying to withdraw.

I’ve made multiple deposits (all the same card) and now trying to withdraw to the bank account associated to the card.

currently have an $800 AUD (max daily as I am reading here on casino guru) withdrawal pending and initiate the withdrawal of the $300 AUD tomorrow

my only issue is I am having trouble verifying my account, it says ‘At the moment your account does not need verification’ and no way to initiate.

can I get some help with KYC? As without it the subsequent withdrawal will not be processed

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Dear Giolliano,

Thank you for submitting your complaint.

I have reviewed the General Terms and Conditions, in particular Section 6 – ACCOUNT BALANCE, DEPOSITING AND WITHDRAWING FUNDS, and would like to highlight the following provision:

6.6.4

We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, upon request, your Identity Document (passport, driving licence, or identity card) and proof of address (utility bill, bank statement, rental agreement, etc.). Verification of payment method ownership may also be required. If such documentation is not provided within thirty (30) days of our request, the refund or reverse transaction shall not be effected, your Player Account shall be closed, and all funds in the account shall be forfeited. Such decision shall be final, binding, and not subject to appeal.

As outlined above, some cases require KYC verification prior to withdrawal, while others do not. Verification is required only when it is additionally requested by the operator.

To assist you more effectively, I would like to clarify a few details regarding your situation:

• Have you received any specific messages or error codes while attempting to verify your account?
• Have you made any previous withdrawals, and if so, were there any issues with those transactions?

Your cooperation in providing this information will help us investigate the matter and work toward a resolution. If you have any relevant correspondence or documents that may assist us, please feel free to forward them to petra.h@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,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tendol4i1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra