Pyramid Spins Casino - Player's withdrawal requests have been rejected.

I have had 6 requests to withdraw 401 euro rejected for 6 different reasons. Initially they stated I need to prove who I am the account details passport and utility bill to my address which I have fully completed. They have now stated that I have only deposited 63€ Which isn’t enough for me to withdraw my winning s. I have deposited at least if not more than €400 to this casino and find the online chat service totally unhelpful. It is coming up to 2 weeks since my first withdrawal application. Please advise? Many thanks Ciaran

Dear Ciaran12,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take some time to fully review all documents.

Would you be so kind as to indicate whether or not the casino approved your documents? Have you ever made a successful withdrawal before? 

Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Yes all documents have been fully verified by the casino

Can you forward me your email address I can forward all emails ??

Thank you for your reply, Ciaran12. My email address is kristina.s@casino.guru. Please, forward everything there. Thank you in advance.

I have forwarded all correspondence to your email. Thanks

Thank you for all your emails, Ciaran12, and for letting us know that the withdrawal has been successfully processed in the meantime. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.