Sushi Casino - Player’s withdrawal has been delayed due to verification.

Although it ask me some documents so i can withdraw my money and they accepted the documents and it said that it is verified my account. When i ask withdraw after 3-4 days waiting they refused to pay and asked for even more document. So after contact throught live chat they told me to send some more document to their email if i want to check them faster, but the email address at their inline page is not valid. Thats ridiculous.i sent i document now that it verify my home address and also my credit card photo although i had already sent the transaction from my deposit from my ibank. Generally i think i have sent enough documents but from what i understand they arent willing to pay. I ll wait again to see what will happen with the new withdrawl i tried

Dear dimitrissagkiot, 

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. 

I have checked the Terms and Conditions, and this is what I found:

2.2. By accepting the Terms and Conditions you give us the right to perform periodic inspections (at our sole discretion), or checks, which may be required by third parties (including regulatory authorities) to confirm your identity and contact details ("Check").

In certain circumstances, we may need to contact you and ask you to provide us with further information directly in order to complete these checks. If you do not or cannot provide this information to us, we may suspend your account until you provide this information to us or permanently close your account. In addition, you will have to provide identification whenever you reach 500 euros (500 euros) or the equivalent thereof in cumulative deposits or withdrawals and when we suspect a player in fraudulent activity. Acceptable documentation to complete the checks includes:

a. Valid and clear copy of Passport, identity document (ID) or driver's license.

b. Recent utility bill (e.g., gas, phone, insurance) not older than 2 months confirming the current address of residence: the data (name, address of residence + date of issue of the document) must coincide with the data in Player’s details.

c. Proof of payment – subject to the deposit method used (copy of credit card used, e-wallet screenshot or recent bank statement). Scanned copies are not accepted as confirmation.

d. Additional verification may be required, such as but not limited to proof of funding for e-wallet accounts (Proof of funds), selfies with an identify document and Proof of wealth (to confirm welfare of the player).

Could you please specify which of your identity documents have not been verified by the casino yet?

When exactly did you send the last document for verification? 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, 

Veronika

at the begining i sent driver license a a mobile bill to show my adress and after some minutes my status changed to verified. also i sent a photo of my deposit transaction and also a pic of my activated cards from my ibank page.they rejected and although in the casino's page it still said im verified they told me that mobile bill isn't enough to prove my adress. Yesterday i sent a document from my tax declaration to prove my address(it s an official document (i did it previous month july 2024) and also photo from my debit card( front side and back side). so now i m still waiting to see if my withdrawal will be accepted.so i 'll update soon.

Thank you for the information. Have your additional documents you uploaded as your proof of address been verified by the casino yet?

not yet.Still it says verified as before but no answer if they accepted the documents. also the withdrawl is still on pending status from Monday 08/05/2024 1.50 PM so i ll have to wait until next week to see if will be any progress

When was the last time you communicated with the casino customer support? Please forward me all the emails that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you in advance for your patience and cooperation.

Still they dont accept my address. I have sent an official document of my tax declaration from this july that confirms my address. Also i sent my cells phone bill and a statement from my i bank that also verify my address. I ll try to make a complaint file in curacao egaming website. Thanks for the replies

Do you wish us to proceed with the complaint or have you already contacted the licensing authority (Gaming Curacao)? Please keep in mind that after you contact the licensing authority, we will stop the investigation and wait for the decision of the regulator.

Dear dimitrissagkiot,

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.