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The casino is taking too long to verify my details and keeps rejecting the screenshots of my Skrill documents that I sent. They barely reply to emails — I also completed the automatic verification process, which was approved, but they still sent me a message saying I need to send my ID in the documents.

sometimes it takes them a week to respond. I think it’s a scam and I’m going to lose my money.

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Dear alexanag92a,

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

I don’t see the casino being willing to cooperate at all, nor to have any kind of direct communication with me. I have plenty of experience with casinos and I know when they’re trying to fool someone. They reject documents that are exactly what they requested, without providing any justification for the rejection.

I am still waiting for my withdrawals. Nothing change

Dear alexanag92a,

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.

My withdrawals still haven’t been processed, except for one of €200 that went through about a week ago. After many emails, I was told that the casino is having some issues and cannot process my withdrawals. Then, they canceled my document verification again, even though it had been approved for days — even the electronic verification was revoked. After a lot of effort and submitting documents again, my account was reverified the day before yesterday. And now, several days later, I’m still waiting for my withdrawals. I’ve been waiting for the €2,400 since October 31st, and based on the reviews I’ve seen about this casino, I doubt they’ll ever be processed. I honestly don’t understand how it has a rating of 8.2 on your system.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear alexanag92a,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila