BookofCasino - Pelaajan kotiuttaminen viivästyy ylimääräisten asiakirjojen vuoksi.

Hello,

I would like to file a complaint against Bookofcasino.

I verified my account by completing the KYC process. Both address and identity proof were approved around 19/02/2015.

I deposited $333.52. After playing roulette, I completed the rollover. I never used any bonuses.

I didn't like the casino, so I requested my first withdrawal of the deposited amount: $333.52 on 20/02/2025.

They asked for documentation, which I provided without any issues. But they kept asking for more documentation. Finally, they asked for: "A notary verified copy of your identification document."

While they were rejecting my documentation and withdrawal, I played roulette occasionally. My current balance is €608.

I attempted another withdrawal of €608 on 25/02/2025.

I have sent all kinds of documentation and photos of myself holding my ID card. But they won't let me withdraw.

The document they are requesting has a high economic cost and is a way to prevent me from withdrawing my money.

I will attach the entire email chain so you can see my cooperation and the documentation they are requesting.

Dear Nilagaran,

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.

• Could you please specify how much you deposited and how much you wagered in the casino? Which roulette game did you play?
• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello,

I am responding to all your questions:

I deposited $333.52 and my balance increased to €608 playing roulette. The roulettes I played were all live roulettes. I tried several that were live when I played.

I have submitted:

-Bank statement

-Other bank statement

-Electricity bill

-Photograph holding the national Identity card.

The photograph was the last document I submitted, which was on March 7, 2025.

I always provided the requested documentation on the same day it was requested and all in the correct format.

The only one I could not provide was: "A notary verified copy of your identification document."

Because the cost of this document can even exceed the balance of my casino account.

I am also sending you all the emails I have exchanged.

Thank you.

Hi,

I finally received my payment, so there's no issue for now.

Thanks, CasinoGuru

Dear Nilagaran,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru