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I recently attempted to complete a withdrawal, but I've encountered a series of issues that are causing me frustration and confusion. I initially requested a withdrawal using a Swiss card, but unfortunately, the attempt failed. Support suggested I use another payment method, so I created a new withdrawal request using my Italian card, as requested. However, now I'm facing another obstacle: I'm being asked to verify this card, and I can't complete the process. My documents have been in the verification process for over three days now, with no concrete updates. This situation is causing me great frustration, as I simply want access to my funds. The slowness in processing the verification is becoming unbearable, and I feel my patience is running out. I expect my funds to be released as quickly as possible and for the situation to be resolved appropriately.

Recentemente, ho cercato di completare un prelievo, ma ho incontrato una serie di problemi che mi stanno causando frustrazione e confusione. Inizialmente, avevo richiesto un prelievo utilizzando una carta svizzera, ma purtroppo il tentativo è fallito. Il supporto mi ha suggerito di utilizzare un’altra modalità di pagamento, così ho creato una nuova richiesta di prelievo utilizzando la mia carta italiana, come richiesto. Tuttavia, adesso mi trovo di fronte a un altro ostacolo: mi viene richiesta la verifica di questa carta, e non riesco a completare la procedura. Sono ormai più di 3 giorni che i miei documenti sono in fase di verifica, senza che ci sia stato alcun aggiornamento concreto. La situazione mi sta creando molta frustrazione, poiché desidero semplicemente accedere ai miei fondi. La lentezza nella gestione della verifica sta diventando insostenibile, e sento che la mia pazienza sta per finire. Mi aspetto che i miei fondi vengano rilasciati nel più breve tempo possibile e che la situazione venga risolta in modo adeguato.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Carlo.B.89, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Dear Carlo.B.89,

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.

My card verification was finally completed, but the withdrawal was split into two parts. I'm currently still waiting for the first installment. I haven't contacted support further, as I don't see much point in doing so, considering the previous wait times.

Finalmente la verifica della mia carta è stata completata, ma il prelievo è stato suddiviso in due parti. Al momento sto ancora aspettando di ricevere la prima tranche. Non ho contattato ulteriormente il supporto, poiché non vedo molto senso nel farlo, considerando i precedenti tempi di attesa.

Dear Carlo.B.89, thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, have you made any successful withdrawals in this casino before?

Thank you very much in advance for your reply.

Many thanks to your team. That week I successfully withdrew €3,000, and this Tuesday another €3,000 was withdrawn. I'm happy that this problem has finally been resolved, and thanks to you, I was finally able to get my winnings.

Grazie mille al vostro team, quella settimana sono riuscito a prelevare con successo 3000 euro e questo martedì mi sono stati prelevati altri 3000 euro. Sono felice che finalmente questo problema sia stato risolto e grazie a voi sono riuscito finalmente a ottenere ciò che avevo vinto.

Dear Carlo.B.89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru