The player from Italy is unable to withdraw winnings due to the casino rejecting the verification documents.
I'm unable to verify my account because they're rejecting my documents and won't accept them, so I can't withdraw my winnings.
Can you help me?
Dear francescomirraa2,
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 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?
Have any of your identity documents been approved by the casino?
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,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
I provided the credit card I was making deposits with, my ID, and proof of ownership of the bank account.
I sent the last documents on 04/22/2024 in the afternoon more or less, after I had already sent them several times and they had been rejected.
Only the credit card sent on 04/19/2024 was accepted.
I think I have provided all the documents correctly but I don't understand why they are being refused.
Have you tried communicating with customer support after your documents were rejected? Please forward me any communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
I just emailed Quickwin customer service, they responded saying that my request has been received and is being reviewed by their customer support.
Now I will attach the messages to your email and I will also send you the messages I had with a VIP manager who was assigned to me by Quickwin.
I just received a response from the casino and I understood where the error is, now I will forward the entire conversation to you in the email you gave me
My account was closed and they wrote that I don't have the right to reopen it, I can't verify my account at the moment as I entered my mother's details and since I'm away for work and I'll be back on Friday I can't have them at moment.
I asked for an extension until Saturday to have all the data as soon as I get home
According to the Terms and Conditions:
4.1 By opening an account on our Website and by using our Website you warrant that:
Do I understand correctly that you deposited with your payment card to a casino account belonging to your mother? This would be a serious breach of the Terms and Conditions. Each player may use their own account, under their own name, using the payment method belonging solely to them. This can also be found in the Terms and Conditions of this casino:
3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
I'm sorry but if you breached the aforementioned rules, we will not be able to help you. Please let me know if there is anything else I can assist you with, or if this complaint may be closed. Thank you for your understanding.