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hello!

I'm writing this complaint because I'm a bit worried. I've been reading some reviews and I really hope this isn't another spam casino.

i've always played at this casino (almost every day for months) i've made lots of deposits and lots of withdrawals, even big ones, and it's always been fine. Last week I won a bit more and made a slightly larger withdrawal. As the withdrawal took longer than usual, I contacted the support team who told me they had to verify my account so I could receive the money. The problem and mistrust began when they refused my identification documents twice. Today I made a third request for identification, and that's when I went to see the reviews and realized that something might not be right, and that they're trying to delay my verification because I've been making large withdrawals.

I have already sent an email to the support team, but they are slow to respond, and in the 24/7 chat, they always tell me the same thing, that I have to wait. I would like your help so that I can withdraw my money.

Please note that I have already made more than 20 withdrawals, or many more, without checking the account, they are just asking me now. and I have also made many deposits almost always of 100 francs, many even. Can you help me figure out if they're not trying to delay the verification so they don't pay me?

they've also changed my vip level. I was on level 4 and now I'm back to 1. Will it be until they verify the account?

thank you

ola!

estou a escrever esta reclamação porque estou um pouco preocupada. Estive a ler alguns reviews e espero sinceramente que não seja mais um casino spam.

sempre joguei neste casino (quase todos os dias durante meses) já fiz imensos depósitos e imensos saques até bastante grandes, e sempre correu bem. A semana passada ganhei um pouco mais e fiz um saque um pouco maior. Como o saque demorou mais que o normal, contactei a equipa de suporte que me disse que tinha que verificar a minha conta para que podesse recebe o dinheiro. O problema e a desconfiança, começam quando recusam 2 vezes os meus documentos de identificação. Fiz hoje um terceiro pedido de identificação, foi aí que fui ver os reviews e que percebi que algo pode não estar bem, e que estão tentando atrasar a minha verificação, porque tenho feito saque elevados.

já enviei e mail para a equipa suporte, mas eles demoram a responder, e no chat 24/7, me dizem sempre a mesma coisa, que tenho que esperar. Gostaria de ter a sua ajuda para que eu possa levantar o meu dinheiro.

tome nota que já fiz mais de 20 saques, ou muitos mais, sem verificar a conta, apenas me estão a pedir agora. e já fiz também muitos depósitos quase sempre de 100 francos, muitos mesmo. Pode ajudar me a perceber se eles não estão querendo atrasar a verificação para não me pagar?

eles também alteraram o meu nível vip. Eu estava no nível 4 e agora voltei para o 1. Será até verificarem a conta?

obrigada

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Dear Daniel0,

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

The problem is with the account verification. They constantly reject my identification documents.

O problema é com a verificação da conta. Eles rejeitam constantemente os meus documentos de identificação.

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

Dear Daniel0,

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,

Karla