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I submitted the address confirmation documents to withdraw, but I sent the documents from the bank exactly as written

I keep being rejected by saying that I don't understand the meaning, such as having a different address or having a different name.

The name and address of the bank are written under my address and name, so I wonder if I misunderstood it! Then it is useless to send any documents, right? This is not the case at other casinos. Isn't it done on purpose to prevent withdrawals?

出金するのに、住所確認書類を提出しましたが、書いてある通りに銀行からの書類を送りましたが

違う住所がかいてあるとか、名前が違うとか意味わからないことを言って却下されつづけてます。

わたしの住所、氏名の下に銀行の名前と住所かいてあるので、それで勘違いしてるのかと！それならなんの書類送っても無駄ですよね？他のカジノではこんな事ありません。出金させない為にわざとやってるのでは？

Hello,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure.

Have you been advised what exactly seems to be a problem in verifying your account? Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.  

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,

Petronela

Hello,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.