Pub Casino - Player’s winnings are delayed due to ID verification issues.

Won £300 now they are saying they want driving licence .I have epilepsy now can't drive sent licence back then passport .but out of date been caring for my partner .so I did not renew it.they say I cannot have it did not bother when taking my money

Dear Duffy,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino's verification process, and I understand the frustration this situation must be causing you.

To assist you further, could you kindly provide more information on the following:

• Did the casino provide any alternatives or suggestions for verification, considering that your passport is expired?
• Have you been able to explain your situation to their support team, specifically about your inability to renew your passport due to your caregiving responsibilities?
• Have they made it clear if there is any other form of documentation they might accept in place of your expired passport or driving license?

We believe that casinos should be more flexible when requesting personal documents, especially in cases where players are facing exceptional circumstances. Your cooperation is crucial for us to proceed with this case and to help resolve the issue effectively. Without your input, we won’t be able to mediate or push the casino to reconsider their position.

If you have any relevant communication from the casino that you would like to forward, please feel free to send it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Duffy,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.