Rakoo Casino - Player’s withdrawal is delayed due to an unusual verification request.

I have already deposited over 100 euros in this casino. Today, I decided to make a withdrawal, and they started making up procedures to verify the account! That means depositing is easy, but withdrawing is a humiliation. Seriously, they asked me to take a selfie with a paper bag and show my hands. How do I take a selfie, hold the phone, and show my hands at the same time? I have accounts in several casinos and have never experienced such humiliation.

Dear Lela3610, 

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? 

Regarding the selfie, try placing your mobile phone on a table, open the camera, set the self-timer, and take a picture so that both of your hands are visible together with the documents the casino is requesting. If you received any instructions from the casino regarding the selfie and you are unsure about them, you can forward me the email or send me the screenshot with the instructions here. My email address is veronika.l@casino.guru.

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

This casino is fraudulent, they don't allow withdrawals.

On the screenshot you sent here, the casino informs you that the withdrawal request was canceled because you need to send the screenshot of your Jeton Wallet with your personal information visible. Have you provided this document to the casino?

Also, you have not answered the questions from my first reply:

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? 

Dear Lela3610,

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.