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I have made a withdrawal and got asked for documents which most was ok now they keep asking for a bank statement ive already sent through five times, I sent through email because was too large to upload on site, now it seems I cant get into live chat

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Dear Stevos711,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying the bank statement seems to be the only issue?
• Which documents have you already provided to verify your account? Have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I submitted my photo id because I dont have drivers license or passport.. They are trying to tell me that its not acceptable.. its a photo id card and ive used it on many other casinos and never had a problem.. they also keep asking for my bank statement which ive emailed through 5 times at least because its too big to upload on site.. then they just keep asking.. they were also mentioning something expired but thgats definitely not the case.. bank statement from last three months and photo id is valid till 2028

They are not accepting my proof of age card and its a valid id, its also the only one I have.. ive no driving licence or passport.. its a legal form of id do why isnt it accepted

Thank you very much for your reply, Stevos711. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Stevos711,

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,
Kristina
Casino.Guru