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Trying to make a withdrawal, but keeps telling me to fully verify my account but doesn't tell me what I need to do

Dear garethstuckey1969,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting casino support to find out which documents they need?

I checked the General T&Cs and I found this:

"VERIFICATION OF YOUR IDENTITY (KYC)/ MONEY LAUNDERING

Account must be activated through the Welcome email and KYC verified by uploading the following documents:

Coloured Photocopy/Picture of your ID card, Passport or Driver's License. We need to see your full name, D.O.B and Expiry Date; Real-time photo ( "selfie" ) while holding the front and back sides of the document you chose, under your chin; Coloured Photocopy/Picture/Screenshot of a recent Utility bill / Bank statement (no older than 3 months) showing the issue date, your name, address and the company logo; To upload the documents, please log into your Account and go to My Account > Profile Details > ID Documents. Under "Upload new Documents" you can choose the file with the necessary documentation to upload. Alternatively you can send an email to our Customer Support.

All the documents need to match the following criteria:

Allowed Images file formats: PNG, JPEG and GIF and not bigger than 5mb; PDF files are not accepted; Scanned images should be in colour, in high resolution (at least 300 dpi) and NOT cropped; Utility bills and Bank statement documents need to content issue date (no older than 3 months), your name, address and the company logo; Real-time photo ("selfie") must be taken in high resolution, good lighting, no flash used, no makeup, sunglasses, hats or any other disguise and the chosen document under your chin. Please note that the Information on your document must be clearly visible. Take note that documents need to be uploaded to your account up to 30 days upon registration or before your first withdrawal, or else the account will be closed until these documents are provided. In some cases further documents might be requested to truly identify that the account holder is real. All transactions will be checked for Money Laundering. Customers will be notified via email about their verification status (KYC), within 24 hours of providing their documents."

If you need further assistance, I believe that the casino support is the most qualified to help you with it and answer all your questions regarding the verification process.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, thanks for the information, I have sent all the documents except the selfie, will upload that later and see if it helps, many thanks.

Thank you for your reply, garethstuckey1969. Please, keep us informed about any further developments.

Hi, have received an email from them saying that they need a copy of the reverse side of my debit card in full, I have sent this but have hidden the 3 digit security code, is this correct ? .

Many thanks.

Thank you very much for your reply, garethstuckey1969. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Account has now been verified, withdrawal request made, withdrawal pending as of 20/04/2023, will update you on this as soon as it changes. Many thanks.

Hi, just to inform you that they have now paid out, thanks for your help regarding this matter, if there's anything I can do to help you in any way please feel free to contact me, thank you once again 👍

Dear garethstuckey1969,

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.

Furthermore, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Kristina

Casino.Guru