Rakoo Casino - Player’s withdrawal request is delayed.

Hello, I have been playing at Rakoo Casino. I lost 15,000, but then I won 40,000. They have been refusing to accept my bank documents for 4 days. I have sent 30 different verifications, and they are delaying the process. They don't even trust Swedbank's transactions to verify my account. I have never experienced this, where they reject and ignore my bank documents. Nothing is acceptable. I have 4,000 euros to withdraw, but they refuse to approve my documents.

Dear Bare,

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 list 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 with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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,

Tomas

Hi Tomas, they have received all the documents but they are never satisfied, they blame and suspect from Swedbank's documents, drag out time, mentally abuse people, as soon as everything is ok then you have to start from the beginning, I get so sad when they treat people like crap, you should see my emails since Monday they have sent everything they need, now my vip manager is not answering the last ones he wrote that he has handed over the case to a higher manager, what kind of casino is this???? Mvh bare

Hi, I've been playing again and lost money, when I won 10,000 SEK and was going to withdraw money, they try to demand all the documents from the beginning, how is it possible to demand KYC from the beginning when I had hell for 8 days and verified my KYC and got paid, after a few hours they demand documents again for me to make the withdrawal, you can't verify every time you make a withdrawal, it's absolutely the sickest I've ever been to a casino that fights and does everything to send your money, don't play here!!!! I have all the messages on e-mail, it's hell if you were to read my emails how they treat players,

I am sorry for your negative experience.

Without supporting evidence there is little advice we can give other than that you cooperate with the casino during the KYC verification.

Send the information that supports your complaint to my email at tomas@casino.guru or post screenshots here. I apologize for the inconvenience.

Dear Bare,

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.