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I won €1,500 several days ago. I requested a withdrawal. They told me they needed a copy of my bank statement. I sent the copy, but they said it came from an external source and was invalid. I sent the official statement issued by the bank, and then they canceled the withdrawal. I resubmitted the withdrawal request, and they asked for a copy of my ID and a photo of my credit card. I sent those too. A few days later, they asked for copies of other credit cards, which were virtual. I explained to them that they were virtual, and I sent a certificate from the bank stating that the cards belong to me. But they still haven't paid anything, and it's been like this for days.

Sono parecchi giorni che ho vinto 1500 euro, ho fatto richiesta di prelievo, Mi scrivono che gli serve copia dell'estratto conto bancario, invio la copia dicono che proviene da fonti esterne e non e valida, Mando l'estratto conto ufficiale rilasciato dalla banca e poi mi annullano il prelievo. Rifaccio richiesta di prelievo e mi chiedono copia carta d'identita' e foto della carta di credito. Invio anche quelli. Dpo qualche giorno mi chiedono copia di altre carte di credito che sono virtuali, gli spieo che sono virtuali e mando una certificazione della banca dove afferma che le carte appartengono a me. Ma tuttora nulla non pagano e sono giorni che va avanti cosi

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you submitted a document to the casino for verification?
• Which of your documents are still pending verification at the casino?
• Have you uploaded any alternative documents to replace the ones that have been rejected so far?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Veronika

I sent the last document on 10/16.

They continue to refuse to accept the bank statement, without any reason or official documentation. I've sent more statements, and they're sending back emails requesting the statement without specifying the reason. I was playing slots.

The problem is they are looking for excuses not to pay.!!

L'ultimo documento l'ho inviato il 16.10,.

Continuano a non accettare l'estratto conto rilasciato dalla banca, senza motivo e un documento ufficiale ho inviato altri estratti conto e rimandano email con richiesta dell'estratto conto senza specificare il motivo. Giocavo alle slot.

Il problema che stanno cercando scuse per non pagare.!!

Thank you for your reply. Have you received any warnings or notifications after your bank statements were rejected by the casino?

Could you please forward me the bank statements you have been sending to the casino for verification? Please include the communication from the casino customer support regarding the verification of your account as well. My email address is veronika.f@casino.guru.

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

Dear billyplay,

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