Clover Casino - Pelaajalla on viivästynyt kotiutusprosessi.

Deposited £100 and started playing slots then noticed my money was split into real money and bonus money but I didnt sign up to a bonus then when i decided to withdraw money it asked for ID documents ...when i tried to upoad ID the function dosent work ...reported it to clover casinos report team and they asked for me to send photo of my ID I sent them a photo of my Drivers licence ...and no response

Dear miagi81,

Thank you very much for submitting your complaint.

I'm sorry to hear about your problem with withdrawing money from the casino. To better understand your situation and assist you effectively, could you please answer the following questions?

• What specific error message do you encounter when trying to upload your ID?
• Have you tried using a different browser or device to upload your ID?
• When did you initially contact Clover Casinos' report team regarding this issue?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Kristina

It says it cant find my camera for ID but I have submitted my Drivers licence as ID and sent my ID in a response to an email sent from someone called kayla from the support team .I also never signed up to a bonus so dont know why my winnings have been split in half !! please could I have this resolved and be paid my winings !!

Thank you very much for your reply, miagi81. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

please see attached my correspondance I have also uploaded my ID on the website still no response they have my money !!

Thank you very much, miagi81, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello miagi81,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Clover Casino representative to join this conversation and participate in resolving this complaint.

Dear Clover Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Apologies for the delay. However, after investigating and speaking with our Customer Support Team, they have confirmed that this was resolved directly with the player on 8/4/25.

Hello miagi81,

Could you please confirm whether the issue has been resolved?

I'll be awaiting your reply.

Dear miagi81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru