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i im waiting my withdraws 4 days. your department has asked me 100 documents. i have send them all correctly and they ask me i last screenshot of my bank username and adress.ibank accounts are restricted apps and dont allow this . i send them a photo with other phone to my phone and they dont accept it. im 10 years player and first time i am passing this. whats the real point for this thing? i will lost my winnings please help

Dear farmakis33,

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 providing this screenshot is the last step you need to take in order to successfully verify your account? Have you provided any other documents and have they all been approved?

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,

Kristina

Yes, I have given everything, everything and 10 different documents. I am in 30 casinos and for the first time they ask me for a screenshot of the page that has the username of the bank, which is known not to be because of the privacy and security policy of the bank and the application. They clearly don't want to pay. Please help me it is 450 euros

Ναι έχω δώσει τα πάντα μα τα πάντα και 10 διαφορετικά έγγραφα. Είμαι σε 30 καζίνο και πρώτη φορά μου ζητάνε screenshot από την σελίδα που έχει το username της τράπεζας κατι το οποίο είναι γνωστό ότι δεν γίνεται λόγο της πολιτικής απορριτου και της ασφάλειας της τράπεζας και του application. Ξεκάθαρα δεν θέλουν να πληρώσουν . Σας παρακαλώ βοηθήστε με είναι 450 ευρώ

I have all the necessary emails and conversations. I have given the records, that is, I have never given so much before. the last thing they asked for, and this is the first time I see it, is a screenshot of my online account details. username and address. that I have sent these with other documents that they requested. the policy of the bank prohibits the specific screenshot security logo. I sent it despite this and they don't accept it because it's not a screenshot and it's necessarily from another phone. I don't know what to do for 450 euros. it's been 6 days now. I await your reply, thank you

εχω ολα τα απαραιτητα email και τις συνομιλιες. εχω δωσει το τα εγγραφα δηλαδη τοσσα πολλα δεν εχω ξαναδωσει ποτε μου. το τελευταιο που ζητανε και πρωτη φορα το βλεπω ειναι screenshot απο τα στοιχεια του ηλεκτρονικου μου λογαριασμου. username και διευθηνση. που αυτα τα εχω στειλει με αλλα ενγραφα που ζητουσαν . η πολιτικη της τραπεζας απαγορευει το συγκεκριμενο scrrenshot λογο ασφαλειας. το εστειλα παρολα αυτα και δεν το δεχονται επειδη δεν ειναι screenshot και ειναι απο αλλο κινητο αναγκαστικα. δεν ξερω τι να κανω για 450 ευρω. πανε 6 μερες τωρα . αναμενω απαντηση ευχαριστω

Thank you very much for your reply, farmakis33. 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.

@kristina i have send you the emails . Today the ask me the same document that i gave them ,4 days ago. Here we fo again..... 450 eyros try to avoid . If i had won 2.000.000 i had to pass from hell and the fly to heaven and then i could take my winnings. Im waiting for your response thanks a lot and appreciate

Thank you very much, farmakis33, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear farmakis33,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Guru and farmakis33,

The client's account has been verified and the withdrawal request has been successfully processed. The delay was due to the client sending an incorrect screenshot from his bank account.

Hello farmakis33,

Could you confirm if you have received the payment?

I am looking forward to your response.

Yes, that's right, after many days, finally changing the bank, which accepted to take a screenshot legally in the app, the identification was done and I got my money! So I withdraw for the casino and thank the whole team of guru casino for the support and help they showed to my problem. Finally good, all good !

Μάλιστα σωστά μετά από πολλές μέρες τελικά αλλάζοντας τράπεζα η οποία δεχόταν να γίνει screenshot νόμιμα στο app έγινε η ταυτοποίηση και πήρα τα χρήματα μου ! Ανακαλώ λοιπόν για το καζίνο και ευχαριστώ όλη την ομάδα του guru casino για την στήριξη και την βοήθεια που έδειξε στο πρόβλημα μου . Τέλος καλό όλα καλά !

HEllo farmakis33,

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,

Stefan, Casino.Guru