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Hello good afternoon, I registered at this casino a few days ago and made a deposit totaling 320€, however I have been playing at the casino these days, when I went to withdraw some of the money, I was rejected because I should verify the account, well I have already sent all the requested documents and I continue to be rejected, I suspect that the casino is delaying my verification, could you help me in this situation?

Olá boa tarde , registei me neste casino a poucos dias e fiz um depósito no total de 320€ , no entanto estive a jogar no casino estes dias , quando foi para retirar algum do dinheiro , foi me rejeitado por que deveria verificar a conta, pois bem ja enviei todos os documentos pedidos e continuo a ser rejeitado , suspeito que o casino esta atrasar minha verificação, poderiam me ajudar nesta situação?

Dear Johnboss,

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.

• Could you please list which documents you have already provided, and when exactly you sent 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? 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello,

The proof of residence document, the identity document and the selfie they asked me to take with my ID card and a sheet of paper have already been accepted...

Yesterday I spoke to them and they keep asking for proof of the mbway deposit I made of 100€, I've sent them the screenshot of the mbway application several times and they never accept me, I've sent them the screenshot of all the parts of my mbway and they always come up with an excuse.

Olá,

Ja foram aceites o documento de prova de residência, o de identidade e a selfie que me pediram pa tirar com o cartao de cidadao e uma folha ...

Ontem falei com eles e continuam a pedir a prova do depósito mbway que fiz de 100€ , ja mandei varias vezes a captura de ecra da aplicação do mbway e nunca me aceitam , mandei a captura de ecra de todas as partes do meu mbway e arranjam sempre uma desculpa .

The selfie was verified yesterday and they're already asking me for another one today, the casino is doing everything it can to make sure it can't be verified, the only casino I'm having a bad experience with.

A selfie foi verificada ontem e ja me estão a pedir outra hoje , o casino esta a fazer de tudo para que nao possa ser verificado , o unico casino que estou a ter má experiência

I've sent other prints by email.

Enviei outros prints por email.

plus proof of deposit.

mais um comprovativo do depósito.

irrationality in this chat .

irracionalidade neste chat . .

trying to loot

a tentar saque

You can close, I've sorted it out, thanks for the delay anyway.

Podem fechar , ja resolvi , obrigada na mesma pela demora .

Dear Johnboss,

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