SupaCasi Casino - Player faces withdrawal delays.

Hello,

Casino refuses to pay out.

Every time I pass the KCY and want to withdraw, they send me a new Demand for any Document...

I get a confirmation that I am FULL verified, want to withdraw, but then, they set back and demand a new Document from.

They did this 10 times and now, I don´t want to send them anymore documents, because it´´`´ is getting ridicoulus.

Dear LuHo1712,

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 takes 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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear LuHo1712,

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.

We’ve reopened this complaint at the request of LuHo1712. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

LuHo1712, I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello Kristina,

thank you for reopening.

UPLOADED DOCUMENTS

ID

Selfie + ID

Bank Statement

Skrill Transaction History

Proof of Deposit

Electricity Bill

all in the right format (.pdf)

I didn´t play with bonus. So I really don´t get it, why they refuse to pay out

Thank you very much for your reply, LuHo1712. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear LuHo1712,

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.

Hello Kristina,

I already forwarded it to you (28.07.2023)

Thank you very much, LuHo1712, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi LuHo1712,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear SupaCasi Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify what documents are missing for the player's account verification to date and why the provided ones were rejected?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear LuHo1712,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia