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Hello! I registered at this casino around October 10th. I made a deposit. I played mainly slots, placed one sports bet, and played live casino. A couple of days later, I tried to submit a withdrawal request. The request was canceled and they told me to go through verification. I immediately uploaded all the documents. The next day, my account was verified. I tried to submit another withdrawal request. The request was canceled again and additional verification was requested. I immediately sent a video. I received a response that they had successfully received my video and that additional verification would be completed soon. More than two weeks have passed and I still can't submit a withdrawal request! I believe the casino is deliberately freezing my money and does not want to withdraw it! I would be very grateful and appreciate your help!

Здравствуйте! Я зарегистрировался в этом казино примерно 10 октября. Внес депозит. Играл в основном слоты, сделал одну ставку на спорт, играл в живое казино. Через пару дней я попробовал создать запрос на вывод средств. Запрос отменили. Сказали пройти верификацию. Я сразу же загрузил все документы. На следующий день счет уже был верифицирован. Я попробовал создать еще один запрос на вывод средств. Запрос снова был отменен и была запрошена дополнительная верификация. Я сразу же отправил видео. Получил ответ что они успешно получили мое видео и что вскоре дополнительная верификация будет окончена. Прошло уже больше двух недель и я до сих пор не могу создать запрос на выплату! Я считаю что казино специально морозит мои деньги и не желает выводить мне мои денежные средства! Буду вам очень благодарен и признателен за помощь!

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. I sent my passport, a bank statement, and a selfie with my passport. They checked everything and verified the account.
2. I sent the documents immediately. My account was verified the next day.
3. After that, the casino requested additional verification. I immediately sent them the video they requested. They confirmed they received my video. This was more than two weeks ago!
4. They message me every day to keep me waiting and that the video hasn't been verified yet! I think it's unacceptable that they haven't been able to verify one video for over two weeks! They're deliberately not completing my verification and deliberately freezing my money!

1. Я отправил паспорт, выписку по карте из банка, селфи с паспортом. Это все проверили и счет верифицировали.
2. Документы оправил сразу же. На следующий день мой счет уже был верифицирован.
3. После этого казино запросило дополнительную верификацию. Я им сразу же отправил видео которое они запросили. Они подтвердили что получили мое видео. Это было больше 2 недель назад!
4. Они мне каждый день пишут что бы я ожидал и что видео еще не проверено! Я считаю что не нормально то что одно видео они не могут верифицировать уже больше двух недель! Они специально не заканчивают мою верификацию и специально морозят мои деньги!

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

Dear yatsik13,

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,

Veronika