The player from Austria is having difficulty withdrawing winnings from a casino and is seeking assistance.
Hi,
I regretfully only just read the various reports about the Casino, and I wanted to ask if there's any chance of getting the money I've won paid out? It seems there is no chat feature in this Casino.
Thanks for your help
Dear amarcallejon,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Thank you in advance for your reply.
Best regards,
Tomas
Hello,
My account is currently being verified.
I read the review and am afraid that my money won't be paid out.
Kind regards Amar
Thanks for the explanation.
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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Hello,
Yes, my account has still not been verified.
I have sent all the documents I have.
At every other casino they were accepted.
I don't know what I should do anymore.
Unfortunately, since I live with my parents, I don't have an electricity or water bill in my name.
And I sent them a bank statement with my name and address!
Thank you for the explanation. Is requesting a confirmation of residency from the local authorities a valid option for you?
Please send me the recent correspondence between you and the casino to my email at tomas@casino.guru