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I’ve tried to make a withdrawal. £500. Every time I make the withdrawal they cancel it as my account isn’t verified. They are requesting photo ID. I’ve sent them it 3 times now and still they won’t release the money. They just keep cancelling and adding it back to my account.

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Dear joek1986,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear joek1986,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I received nothing in the end unfortunately. Clearly a scam! Every time I withdrew they cancelled the request and followed up with asking for photo proof of ID. I sent it through about 3 times and tried emailing and also the live chat but got nowhere.

I just put it down to being conned out of money unfortunately.

Dear joek1986, I am truly sorry about your negative experience. However, in case you have not yet lost your funds in gameplay, I would like to ask you to give the resolution of this complaint a chance. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether your funds are still available in your gaming account? If so, could you please provide a screenshot of your account balance?
• Have you made any successful withdrawals before?
• Could you please confirm that you have submitted all of the requested documents for the KYC verification?

Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@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 very much in advance for your reply.

Dear joek1986,

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,
Attila
Casino.Guru