Rufus Casino - Player’s struggling to complete the account verification.

Here are more documents I have sent to Rufus,this is the card I have used since I lost my purse last year

regards

Mrs H H***

Dear Hazel,

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. None of the casinos takes KYC lightly.

Do I understand it correctly that providing details of the lost card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Could you please forward the cashier history and indicate which deposits have been made through your lost card? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Still not heard anything

Dear Hazel,

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. Thank you in advance.

Additional comments from the player:

"Hi,I have now received a email saying my withdrawal has been denied as not received documents to support my lost card,in one email from customer support they told me to take a screen shot of my statement which I did by going into my internet banking as I have sent you but don’t seem to be accepting it now,I have sent card details of current card and address proof and donevtelephone verification but still denied my request , Regards H H***"

Hello Hazel,

Could you please forward the cashier history and indicate which deposits have been made through your lost card?

Could you please clarify how much winnings you've accumulated and how much were approved to be paid out? Thank you very much in advance.

My withdrawal is for £2500

thankyou

They have now said my details have passed the verification but no withdrawal

So your winnings have been cancelled completely, not just capped?

As far as I know ,but how can they do this I won the money fair and square

Is there any other relevant communication that could be forwarded to me, since in the first live chat it was mentioned that your winnings have been cut off due to max winnings policy (not cancelled completely). Looking forward to hearing from you.

Hi I have been told so many different things on live chat but it has been a week now since it was denied and not heard anything from them even though my documents were verified and accepted on Sunday 7th march

I have just found this photo I did of the char saying my winnings were cut off due to max winnings

Thank you very much, Hazel, for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact the casino and let them know about your issue.

Thankyou

this is on there website

Have you managed to get in touch with the casino yet

Hi I’m wondering if you have any update on my case with Rufus casino,I am wanting to close my account with Rufus casino but don’t know if it will jeopardise my claim,

thankyou

Unfortunately, we still could not get in touch with the casino. We will still try to reach them but I can't promise anything.

Can you not get in touch through live chat

I've tried to contact them through different methods. The live chat redirected us to e-mail, which we are now waiting for an answer. Every other way was unsuccessful so far. Extending the timer by 7 days to give time to the casino to respond.

Thankyou

Dear Hazel,

Unfortunately, we haven't receive any respond from the casino. I'm really sorry that we can't help you more but as the casino is non responsive, there isn't much we can do. The complaint will now be closed as unresolved which could negatively affect the casino's rating. Please do not hesitate to contact us if you will come across any other trouble in the future, we will glady try to help.

Best regards,

Nick

Casino.guru