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I have sent all possible types of documents to make the withdrawal and I am always refused tell me how can I withdraw also in another way I can not pass the verification of documents and impossible to pass their method

Ho mandato tutti i tipi di documenti possibili per effetuare il prelievo e mi viene sempre rifiutato ditemi voi come posso prelevare anvhe in un latro modo non riesco a superare la verifica dei documenti e impossibile superare il loro metodo

Dear Manuking280295,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

I provided my identity card front and back the balance or statement of my account with address, name and residence accepted by them and I made a payment with the postpay revolution card and I can't understand what I have to do because my name is not written on the card there is only the card number and iban but my name I have to put a tag on it because my card is made like this they want the photo of the card with which I made the payment I sent everything and yes plus even the contract that there is written my name and card number with the first 6 digits and the last 4 and they always refuse me this is impossible how should I behave

Ho fornito la mia carta di identita fronte e retro il saldo o resoconto del mio conto con indirizzo nome e residenza da loro acettati e ho fatto un versamento con la carta postpay revolution e non riesco a capire vosa devo fare perche non e scritto il mio nome sulla carta ce solo il numero di carta e iban ma il mio nome ci devo mettwre una targhetta perche la mia carta e fatta cosi loro vogliono la foto della carta con cui ho fatto il versamento ne ho mandato di tutto e si piu anche il contratto che ce scritto il mio nome e il numero della carta con le prime 6 cifre e ultime 4 e me la rifiutano sempre e impossibile questa cosa come devo comportarmi

I sent the photo of the card and they tell me that I need the photo with the name I sent the card contract which says both name and card number and they say I have to send the front and back photo of the card I made the payment with the my name but my name is not written on the paper tell me then what should I do to overcome this dilemma I have never seen all this mess it seems to me just a scam because I paid to pay and withdraw I don't have it they want me to do it

Ho mandato la foto dellla carta e mi dicono che serve la foto con il nome ho mandato il contratto della carta che ce scritto sia nome che numero di carta e dicono che devo mandare la foto fronte e retro della carta che ho fatto il versamento con il mio nome ma sulla carta non c e scritto il mio nome ditemi voi allora cosa devo fare per superare questo dilemma non ho mai visto tutto questo casino mi sembra solo una truffa perche a versare ho versato a prelevare non me l ho vogliono far fare

Thanks for the detailed explanation.

I understand you are frustrated, Manuking280295. Before we contact the casino, could you please send me the communication exchange between you and the casino to tomas@casino.guru?

Also, could you please advise if you achieved your win with or without an active bonus?

I'll look forward to your reply.

Dear Manuking280295,

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

Thank you for the time you gave me anyway I solved the problem thank you very much

Grazie del tempo che mi avete concesso comunque ho risolto il problema grazie mille

Dear Manuking280295,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru