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My withdrawal amount not credited in my account as I am waiting for 20 days still they told me your withdrawal is under verification

Dear falishag4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Veronika

Thnx for replying mam.

Yes I did atleast 10 transitions and they came on time within 5 min but these two transition shown successful but not credited in 20 days.

Actually when I told them abt my withdrawal problem and then they told me send kyc documents I send and after 20 days no response still tolding me your withdrawal is under process.

I deposit 4400 in gaming account and they give me a 30 bonus. Nd then I play and won 8413 . Then I withdrawal on 28 February. But still not credited yet

Sorry to say. My account got blocked after 20 days 😥. And customer care also blocked me without any reason? How can I contact know 😥

Any update mam as I am waiting for 24 days🥲.

I think I lost my money khelostar is fake application 😥. Know only trust on you Veronika if u can do anything otherwise no chance.

Thank you for providing the screenshots. Upon reviewing them, I noticed that the "full name" in your profile matches the name you selected for your username. Could you please confirm whether the full name shown in the screenshot is the same as the one on your identity documents, even with the numbers 123?

Additionally, please forward the communication between you and the casino regarding the delay with your withdrawals to veronika.f@casino.guru. This will help us further investigate your case.

Thank you for your cooperation, and I look forward to your response.

No mam it should be different. Because when I login first time I wrote name as simple then I told khelostar abt this. They told me username cannot be changed?. I did a lot of trnstions 4k 5k they came on time but this payment stucked. If u can help then good if not no need to worry. I m not lucky then? Anyway God bless you.

Khelostar know blocked my account after 20 days? I don't think so my withdrawal will be credited 😥.

U can check the mail as I send to you. They don't wana help. They just grab the money and blocked me after 20 days.

This is my document as my identify. It is same as I add in game while withdrawal my winning amount

Any update mam. Are they responsed u?

Dear falishag4,

Thank you for your patience while we reviewed your complaint.

After carefully examining the details, we found that the identity information in your casino profile does not match the documents you provided. Casinos have strict policies regarding accurate and verifiable player information, and discrepancies like this are a violation of their terms and conditions. As you can read in the Terms and Conditions:

2.2.3. By registering the Account on the Website you agree to specify your legal name. We may take action to check the accuracy of the information you provide. You’re not allowed to change this data, but there are cases in which you can individually request for changing of data by contacting Website customer support, such as an honest mistake etc.

Unfortunately, this means that we are unable to assist further in your case.

We understand that this is not the outcome you were hoping for, and we regret that we couldn’t help resolve your issue. Since we are unable to proceed with this complaint, we will now close it. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino.Guru Team