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Made my first withdrawal with no issues, tried to make another withdrawal and was asked for documentation which would take upto 72hours to verify, 5 days later the documents are still being verified? No answer to any of my emails and the phone line is always unavailable. Tried to raise the issue on live chat and keep being told to be patient.

Dear Adam,

Thank you very much for submitting your complaint. 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 takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

hi

i haven’t been advised what the issue is apart from then saying they are dealing with a large number of processes. What is most frustrating it’s just the card they are waiting to verify, which has been with them since Wednesday morning. They are unable to give a timeframe for my account being verified. I feel like they just fob you off on live chat.

thanks

Thank you very much, Adam, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before your account will be verified and you’ll receive your withdrawal.  

This has now been resolved and in my bank account. It’s been a very prolonged verification, which has been made harder by the lack of communication. I will be personally not using this site again.

Dear Adam,

I’m very sorry to hear about your negative experience, but I’m glad that it’s been resolved and that you have received your funds. Thank you for using the Casino Guru complaint resolution center. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru