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Hello, I am having difficulties withdrawing my winnings because my proof of address verification has been denied several times. I have sent my bank statement and phone bill multiple times, but they have been repeatedly rejected.

Hola tengo inconvenientes para poder retirar mis ganancias ya que me han denegado varias veces la verificación de justificante de domicilio e enviado el extracto bancario y la factura de teléfono y me la han negado en reiteradas ocasiones

Dear juan123321,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with casino support regarding the issue?
• Did you receive an explanation as the live chat agent suggested?
• Are there any options for you to submit proof of address other than what you already provided, such as a confirmation from your municipality?

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

I have already been verified, all that remains is for them to accept my withdrawal request, which has been waiting for approval for 10 days.

Ya me verificaron, solo falta que acepten mi solicitud de retiro que lleva 10 días en espera que me lo aprueben

I have made previous withdrawals successfully,

My account completed the kyc successfully

I use cell phone and PC to log in

I have profits without bonus

E realizado retiros anteriores exitosamente,

Mi cuenta completo el kyc exitosamente

Utilizo celular y PC para iniciar sesión

Tengo ganancias sin bono

Thanks for the update.

Has your withdrawal been processed and reached your account since your last post?

Please let me know.

There were 4 withdrawals of 500 euros each, I have received 2, another 2 are missing

Fueron 4 retiros de 500 euros cada uno, me han llegado 2, faltan otros 2

I have already received all the money, thank you very much for your support.

Ya me llego todo el dinero, muchas gracias por su apoyo

Dear juan123321,

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