Triumph Casino - Player’s withdrawal is being delayed due to verification issues.

I would like to withdraw the balance of 2000 euros from my account with Triumph. I have never withdrawn previously as each time it is rejected due to my account not being validated. I have supplied documents which keep getting rejected and they are also requesting verification of all cards used within the last 3 years even though some are closed accounts. They are making it extremely difficult to withdraw and I have therefore temporarily suspended my account

Dear Isaac3948,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

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

I have submitted my passport and selfie although I believe those have also been rejected. The only proof they have validated is proof of address. I am quite happy to provide my passport again obviously and would easily be able to provide evidence of the two most recent cards used to credit the account. The previous cards are all now closed accounts or lost. I have sent an email to my supposed support agent to get the most appropriate email as cannot access my account due to temporary block. The agent has ignored my email and I can’t find a valid email for the casino.

Thank you very much, Isaac3948, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Triumph Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Isaac3948!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team