The player from Italy is experiencing problems with the KYC process. He sent all the required documents, but the casino refused to accept them. We rejected the complaint because the player didn't respond to our messages and questions.
I made a win of 400 €, when withdrawing I was asked for different information such as bank statement, front-back photo of my card, identity card etc.
I sent everything, however, every time they found me an excuse, since 7 days have passed, it all seems like a scam.
thanks
Dear Rocco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to collect and review your documents to fully verify your account. Have you provided all the required documents in a sufficient quality? If the casino keeps asking for the same documents over and over, the insufficient quality might be the reason.
Also, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively you can post it here. I will be waiting for your reply.
Best regards,
Kristina