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I won using 75 free spins, redeemed the winning mode, and now the money is real. However, when I tried to request a withdrawal of 250 euros, it says my account is not verified. I've sent the documents and a selfie, but since then, nothing has happened. I've tried sending the documents multiple times, but it always says I can't withdraw. 😔😔

Ho vinto giocando con 75 giri gratuiti,ho riscattato la modalità di vincita e ora i soldi sono reali e quando sono andata x chiedere il prelievo di 250 euro mi dice account non confermato e ho mandato i documenti e il selfie..ma da lì più niente..ho riprovato più volte a mandare i documenti ma risulta sempre che non posso ritirare😔😔

Dear Pirellone,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list 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?
• Have you contacted casino support and asked for assistance? What response have you received?

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,

Tomas

Good morning Thomas, first of all, thank you for helping me, I sent the documents last week if I remember correctly or on Monday... with the support in English it is not easy to understand, however I am asked to fill out a verification form that I do not have and was not sent to me😔😔

Buongiorno Thomas grazie innanzitutto x aiutarmi,io ho mandato i documenti la settimana scorsa se non ricordo male o lunedì...con il supporto in inglese non è facile capire,cmq mi viene chiesto di compilare modulo di verifica che non ho e non mi è stato mandato😔😔

Thanks for the explanation.

Can you please post screenshots of what the situation looks like from your point of view?

If you contacted casino support and received any reply or guidance on how to proceed please forward this information to my email at tomas@casino.guru

I'll await your reply.

Nothing with the excuse that my partner and I each have an account and I made a mistake in sending the documents and then I explained that 450 euros that I had were withdrawn

Niente con la scusa che io e il mio compagno abbiamo un account ciascuno e ho sbagliato a mandare i documenti e poi ho spiegato si sono ritirati 450 euro che avevo

Dear Pirellone,

• Has the casino accused you of having multiple accounts?
• Have you made any deposits in the casino?
• Could you please share with me your communication with the casino in which the casino explains its actions against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Pirellone,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.