BonusBlitz Casino - Výběr hráče je zpožděn kvůli opětovnému ověření účtu.

So I actually have been approved through this casino for about a year or longer I make deposits there. They sure don’t complain about reverification when I’m making those deposits but it seems to me like they wanna harass me because it’s on free spins and they try to make it impossible to get your free winnings off their free spins. I have not violated any of their terms and conditions. I only have one account yet they’re harassing me. I think it might be due to the fact that the staff members work at various casinos and they must work at eternal slots, too, which is where I’m having my other problem as you know, that’s harassment. They’re saying that the Casino reserves the right to reverify which they have no grounds to do. I’m not doing anything. I’m not supposed to. I make deposits here and I’ve been KYC approved for over a year if not longer.

Dear Player007,

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. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Is it correct that you requested a withdrawal of winnings from free spins?

If so, is your withdrawal request currently pending?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

The thing is is that I’ve already been KYC approved. This isn’t the first time that I’ve withdrawn from this. Casino and I make deposits in here too.

First they asked for a new photo. Holding my ID. Then I sent them and then they’re still complaining and asked for additional information.

This Casino always harasses me when I went on their FreePlay. That’s what they always do when I win on my free spins or FreePlay they pull this bull crap every single time just to be annoying and unprofessional.

Dear Player007, two of the three screenshots you attached are from May. The one from October pertains to your recent payout request. Is your latest withdrawal request still pending, or has it been approved?

I just sent them docs

They should be cashing me out today

This case can be closed

Dear Player007,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika 

Casino.Guru