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Hello, I wanted to withdraw my € 200 winnings but it was not granted because I had to do the KYC verification. I sent them all the documents and the bank statement but since I have a postpay evolution my name is not written on my card, so I sent the statement but they told me they need the first six digits of the card and the last 4. Obviously I lost those 200 euros in the end but that is not important, the important thing is to verify my card in order to have no more problems in the future in withdrawing.

I don't understand why they keep asking me for documents when I sent the card and bank statement and in both photos the iban matches.

Buongiorno, volevo prelevare la vincita di 200 euro ma non mi è stato concesso perchè dovevo fare la verifica KYC. Ho mandato loro tutti i documenti e l'estratto conto ma visto che ho una postpay evolution sulla mia carta non c'è scritto il mio nome, quindi ho mandato l'estratto conto ma mi hanno detto che servono le prime sei cifre della carta e le ultime 4 . Ovviamente quei 200 euro alla fine li ho persi ma non è importante quello , l'importante è la verifica della mia carta in modo tale da non avere più problemi in futuro nel prelevare.

Non capisco perchè mi continuino a chiedere i documenti quando ho inviato la carta e estratto conto e in entrambe le foto L'iban corrisponde.

Dear davidegualtieri955,

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 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 problem? 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

PS: I adjusted the disputed amount from €200 to €0 as the funds have been played and lost already.

Yes, the verification of the account is the only problem, I have verified all the documents but despite having sent the photos of the card and the account statement continue they have not verified me.

They keep asking me for my statement with the first six numbers and the last 4 but only the last 4 numbers are visible in the statement.

There is the iban that matches the card I sent with my name and surname I don't see where the problem is

Si esatto la verifica del conto è l'unico problema , ho verificato tutti i documenti ma nonostante abbia mandato le foto della carta e l'estratto conto continuano non mi han verificato.

Continuano a chiedermi l'estratto conto con i primi sei numeri e gli ultimi 4 ma nell'estratto conto sono visibili solo gli ultimi 4 numeri .

C'è l'iban che combacia con la carta che ho inviato con mio nome e cognome non vedo dove sia il problema

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Dear davidegualtieri955,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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.