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i have sent documents twice they say they dont have them (in live chat) they say they are sending me emails but i never get them on either of my email accounts one is yahoo and the other is gmail. also i wanted a wire transfer and their site wouldn't accept chase bank's routing number saying it had too many digits and it is the standard routing number.

Dear Alexandria,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

I first requested the withdrawal on 5/3 to my best memory. They have asked for only pdf or jpg pictures and I don’t know how to do that. I asked them if they would help me figure out how to do that and they would not. My grandson has told me something to try so today I sent them something else I don’t know if it’ll work they don’t email me or if they do I don’t get the emails so I will later on today going to chat with them and see if they got it and if it’s good enough for them. I’ve offered to fax the information and they refused to except a fax so apparently you have to be some kind of IT expert to get a withdrawal from this site at the age of 77 it’s a little bit difficult for me to figure this stuff out but I’m still trying but I don’t trust these people they are in communication they are not communicating with me in anyway they don’t respond to anything I don’t trust him I just don’t take me that way too difficult no other side has ever giving me problems like this and I’ve withdrawn money from quite a few casinos so I hope this hasn’t been a waste of time I I want you to know that they’re not easy to deal with and they don’t communicate and who knows if what I sent him is good enough we’ll see

Hello Alexandria,

Have there been any developments since our last conversation, please? 

Yes, they twice more requested documentation even after sending me an email stating alll was good except for one thing, i resent all info 3 more times. I also reiterated the question about why they refused to accept my banks' routing number so i could get a wire transfer, they have never responded to that question. When i entered Chase bank's international routing number, 021000021, they said it should be 8 or 10 numbers. I think everyone knows that routing numbers are 9 digits. They have stymied me at every opportunity as to getting this payout. At this time they state they are processing the payment now, we'll see how long it takes me to get it.

Thank you very much, Alexandria, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Alexandria,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SportsandCasino.com's representative to join this conversation and participate in the resolution of this complaint.

Dear SportsandCasino.com Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Hello Alexandria. We are sorry to hear that you have been having issues with getting your account verified. As it was mentioned on this threat, KYC is an important part of the process. We do request the information in order to make sure we are sending the money to the correct person. This will protect you as a customer as well as us as a company. Upon checking your account, we show that it has already been verified. We are expecting for your payment to be sent to you within the next 24 hours. Once it is sent, we will reply to this threat letting you know. We do apologize for any inconveniences you have gone through.

Dear Alexandria,

Can you confirm your account has been already verified?

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet).

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

i have finally received payment this morning, it wouldn't have happened if not for you thank you

Great news! Thank you, Alexandria, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, SportsandCasino.com Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru

Greetings all,

Based on the information we received from the player, the complaint has been reopened and the disputed amount was amended to €250.

"I thought I had the money but it disappeared and I received a new notice from them that they messed up my address on the wire transfer and my withdrawal was reversed and now I must ask again for a withdrawal. Only this time it is for 250.00. So now I don't know what the next problem they come up with will be. It's for 250 because I spent 50 of it."

Dear Alexandria,

Could you please provide us with an update on your issue? Did you already request a new withdrawal request?

I have heard no more from them they said they made a mistake when they filed my money transfer and I had to reapply for a withdrawal and now I have to wait they’ve not responded to any of my questions they haven’t sent the money and it’s just one excuse after another they just do not want to pay out and it’s really not right and I’m glad I did this so now I know never to do business with him again

Hello Alexandria. we looked into your account and did see the new withdrawal request for €250. We are waiting on the processor to let us know that your payment has been sent to you. This should happen by tomorrow. Once we hear that it has been completed, we will come back to let you know. We are sorry for delays and the issues you have encountered.

Ok, so I finally got 191.00 in my bank account. they said there was a 50.00 charge for this but 59.00 was removed from the withdrawal. Thank you for your help

Thank you, Alexandria, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. A fee that was deducted in excess of the casino's standard transaction fee may also have been charged by your bank or due to a difference in exchange rates.

As the issue has been finally and successfully resolved, the complaint will be marked as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, SportsandCasino.com Team, for your cooperation.

Best regards,

Branislav, Casino.guru