Miami Club Casino - Player's withdrawal is delayed.

Simply horrible, I've been trying to verify the documents for 2 months and they never accept them, they always ask to resend a simple document, while other betting houses take a maximum of 3 days, I've been 2 months without being able to make a simple withdrawal

Dear player,

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?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The documents provided are in high quality, completely clear and visible, including the proof of residence is digital and even so they do not accept it, if you want I can even send the documents provided to prove that it is completely perfect and meets the requirements

last day I sent was July 22nd

Dear player, I’d like to let you know that I have not received any email from you containing your communication with the casino.

Please kindly resend it to [email protected], or upload screenshots directly here in the complaint thread.

Could you please confirm in which language the documents were submitted? It’s possible the casino requires them in English.

Has the casino provided you with any clear reason for why your documents were rejected?

Dear player,

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,

Dominika

Casino.Guru