Casinoin - Pelaajan voitot viivästyvät tilin vahvistamisen vuoksi.

Good day, i am a lot of year player to this casino with a big amount of deposit and some withdrawal with no problem only few minutes and my money was in the bank.

Last Tuesday i won a good amount of money at the slots and I start as normal to request withdrawal, after few hours and because i see my withdrawal was for some reason pending i send one email to see what happens and i received one email for verification, of course i send all the requested documents and from these day they start the difficulties, I ask previous week how is going they tell is in progress every day the same, and Today i send again messages and they tell me "as of now the account is under verification".

If they believe i play my winning back for loose it this is not going to be happen.

Kindly assist me to resolve my problem and i received my winnings.

Dear Lakos93,

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 and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send 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 regarding the issue? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

Good morning, I have sent all the required documents: ID photo, deposit cards and a photo of me holding the cards, ID and an open conversation. I have sent the documents since 19/02/2025.

I just saw other customers having the same problems and I'm worried.

I have sent you an email.

Καλημέρα σας , έχω στείλει όλα τα απαιτούμενα έγγραφα Φωτογραφία ταυτότητας, τις κάρτες κατάθεσης και την φωτογραφία που κρατάω τις κάρτες την ταυτότητα και μια συνομιλία ανοιχτή. Τα έγγραφα τα έχω αποστείλει από 19/02/2025.

Απλώς είδα και άλλους πελάτες να έχουν τα ίδια προβλήματα και ανησυχώ.

Σας έχω αποστείλει email.

Today they asked me for a card that I lost at the airport a year ago to send them a photo of it, I sent them a screenshot from ebanking which shows that I have declared my card lost and stolen and that I was the real owner of the card, and that is why the bank issued me a new one, I have sent all the above information and the response I received again is please wait.

Did you suggest I send a complaint email to the casino licensing company (curacao e gaming)?

Thank you for your time.

Σήμερα μου ζήτησαν μια κάρτα που την έχασα στο αεροδρόμιο πριν ένα χρόνο να τους στείλω φωτογραφία με αυτή , τους έστειλα screenshot από την το ebanking που δείχνει ότι έχω δηλώσει απώλεια και κλοπή της κάρτας μου και πως ήμουν ο πραγματικός κάτοχος της κάρτας , και για αυτό μου έβγαλε καινούρια ή τράπεζα,τα έχω στείλει όλα τα παραπάνω στοιχεία και η απάντηση που έλαβα πάλι είναι παρακαλώ περιμένετε.

Μου πρότεινετε να στείλω email παραπόνων στην εταιρεία αδειοδότησης του καζίνου (curacao e gaming)?

Σας ευχαριστώ για τον χρόνο σας.

Good evening, a while ago they asked me for my card statement in pdf which I sent immediately, but they told me that it might take another 5 days from the moment I sent them the last document. They keep finding something new to ask for, classic like every customer!

Καλησπέρα σας , πριν λίγο μου ζήτησαν και statement της κάρτας μου σε pdf τα οποία έστειλα άμεσα,αλλά μου είπαν ότι ίσως χρειαστούν άλλες 5 μέρες από την στιγμή που τα έστειλα και το τελευταίο έγγραφο. Συνέχεια κάτι νεο βρίσκουν να ζητήσουν κλασικό όπως σε κάθε πελάτη!

Thanks for your patience.

The casino can ask for proof of every deposit method made in the casino.

• Could you please clarify whether you made deposits with the card in the casino before you lost it?

From the available information, please note the casino operates under the GCB license. The Curacao e-gaming is already a defunct license at this point.

Please check our articles on the topic (in English) https://casino.guru/licensing-authorities/curacao-license-1

https://casino.guru/licensing-authorities/curacao-license

• Did casino support conclude the verification of your payment method? Did they accept the explanation you provided them?

If the issue persists please let me know.

I have sent all the proof needed for the card that I was the owner, etc. I have sent all the transfers to the casino, all the transactions from my bank account, and all the transactions from my cards that I used for the casino.

And now I've been waiting 12 days for my verification. I ask them every day what stage the verification is at and they tell me to be patient.

I have sent all the required documents that were requested of me.

Thank you for your time.

Έχω στείλει όλες τις αποδείξεις που χρειάστηκαν για την κάρτα ότι ήμουν κάτοχος κτλπ έχω στείλει όλες τις μεταφορές προς το καζίνο όλες τις κινήσεις από τον τραπεζικό λογαριασμό μου και όλες τις κινήσεις από τις κάρτες μου που χρησιμοποίησα για το καζίνο.

Και πλέον περιμένω 12 μέρες την επαλήθευση μου. Τους ρωτάω κάθε ημέρα σε τι στάδιο είναι η επαλήθευση μου λένε να είμαι υπομονετικός .

Όλα τα απαιτούμενα έγγραφα τα έχω αποστείλει που μου ζητήθηκαν .

Σας ευχαριστω για τον χρόνο σας.

Good morning, I also sent you a personal email. My verification has been fully completed. I have started my withdrawals, but due to limits at my bank, it will take me some time (5 months). The casino told me that there is no problem and that the money will be there until I withdraw or play it. There is no way it will disappear.

Καλημέρα σας ,σας έστειλα και προσωπικό email η επαλήθευση μου έχει ολοκληρωθεί πλήρως έχω ξεκινήσει τις αναλήψεις μου ,αλλά λόγο ορίων στην τράπεζα μου θα μου πάρει κάποιο διάστημα (5μηνες) ,από το καζίνο μου είπαν ότι δεν υπάρχει πρόβλημα και ότι τα λεφτά θα είναι εκεί μέχρι να τραβήξω ή να τα παίξω δεν υπάρχει περίπτωση να εξαφανιστούν.

Thanks for the update.

I am glad to hear the good news regarding the verification of your account.

Please let me know when the first withdrawals will be processed and reach your bank account.

The first withdrawals have been made, I now have a withdrawal balance of 16500, it will take me around 6 months to withdraw the entire amount due to the bank limits of 2,500 per month that it allows. From what I have spoken to the casino, there is no issue with the money waiting in my balance for that long, it will be in my account until I withdraw.

Οι πρώτες αναλήψεις έχουν γίνει , έχω υπόλοιπο ανάληψης τώρα 16500 θα μου πάρει γύρω στους 6 μήνες να τραβήξω όλο το ποσό λόγο ορίων τράπεζας 2.500 τον μήνα που επιτρέπει. Από όσο μίλησα με το καζίνο δεν υπάρχει θέμα να περιμένουν τα λεφτά στο υπόλοιπο μου τόσο καιρό, θα βρίσκονται στο λογαριασμό μου μεχρι να τραβήξω.

Thanks for the clarification.

Has the casino advised you to use a supplementary payment method for you to be able to withdraw more than your bank limit?

May we consider the issue resolved?

No, the casino has not offered me an additional payment method. Is it possible to offer me something like that? No, I would like the issue to remain open until I withdraw all my money.

Όχι δεν μου έχει προτείνει το καζίνο συμπληρωματική μέθοδο πληρωμής. Γίνεται να μου προτείνει κάτι τέτοιο? Όχι εγώ θα επιθυμούσα το ζήτημα να παραμείνει ανοιχτό μέχρι να τραβήξω όλα τα χρήματα μου.

Thank you very much, Lakos93, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I dont have any problem my verification is completed, i make withdrawal the first money (2500 euro) remain on my account 16500 so i must wait 6,5 months to make withdrawal due to banks limits (2500 thousands per month).For me is not a problem to make easy easy withdrawal the money. Thanks in advanced.

Dear Lakos93,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinoin representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

The casino is not the problem the only problem was my verification but know its completed and my First withdrawal successful received.

We dont have any problem with the casino they inform me that the withdrawal must be with the same card which i make deposit which is correct according to the rules.

So , i make withdrawal my winnings as per my banks limits 2500 per month and in few months I received all my winnings. All going well.

Οπότε το θέμα επιλύθηκε.!!!

Dear Lakos93,

thank you for an update. Would you maybe consider to use another payment method in order to be able withdraw all your funds at once?

Good evening, the only thing that could be done is by depositing and transferring to a bank account, but the casino doesn't have it, so I will make my withdrawals month by month.

Καλησπέρα σας το μόνο που θα μπορούσε να γίνει είναι με κατάθεση και μεταφορά σε τραπεζικό λογαριασμό αλλά το καζίνο δεν την διαθέτει, οπότε θα κάνω τις αναλήψεις μου μήνα μήνα.

Dear Lakos93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Jana

Casino.Guru