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I’ve been playing on this site for a little while. Previous withdrawal was not an issue but the last one was. Fair enough I need to verify my identity. I submitted documents and 4 times there’s been an issue. Last document I gave was more than 48 hours ago and clearly it says on their site that review will take 24-48 hours now it’s been longer than that. Chatting with them is a joke since they only keep on copy and paste rheir answers. Now most likely there will another issue because I went in my profile to update my adress and by accident I put 9 instead of a 0 on my postalcode. Easy mistake to do since 9 and 0 are next to eachother and doing this on a mobile phone, well I guess you understand the human error. This site makes things very complicated. I play on other sites much bigger and I NEVER had this difficulties with verifying my identity. Feels like they delay on purpose so you will be fed up in the end. Also I find it strange how one can still deposit money since identity is not verified. I need to issue to be solved.

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Dear Jaana,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jaana,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Jaana,

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,

Karla