Vive Mon Casino - Výběr hráče byl zpožděn.

I have several requests for withdrawal but always find a pretext of non-validated document, while the documents are correct and validated.

I have already made 3 withdrawal requests with different amounts but always the same speech.

Dear José,

Thank you for submitting your complaint. 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. Also, I would like to emphasize that casinos can require additional verification, even if your account has already been verified.

Could you please confirm you provided all the required documents? If yes, when exactly?

Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here). 

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, José. I see that you provided the documents on the 14th of January. Have you already received any response from the casino?

hello I still haven't had an answer since the last time

Thank you very much José for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello José,

I will take care of your complaint from now on. I had a look at the documents you sent us. Have you provided proof of ownership of the second credit card ending 6987 to the casino as well?

Hello,

Thank you, José for providing the requested information.

I'd like to invite representatives of Vive Mon Casino Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.  

Hello,

yes, there is no problem, I would like to solve this problem as soon as possible because it takes too much time.  

Hello,

We hope this message finds you well!

Kindly note that your previous 3 withdrawal requests were declined because we are missing some documents. As per our Banking Page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;

We are currently missing the vouchers for the two cards used to deposit on our site. You can find the voucher link on our Banking page. As soon as the vouchers are received and approved, your withdrawal request will be reviewed again.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

ViveMonCasino

Hello,

I was able to find an old photo of my card because I don't have it anymore. The bank destroyed it for me after I received the new one because the date had expired.

I have sent a message to your support for the last missing piece.

Sincerely

Hello all,

Dear Vive Mon Casino team, please let us know if the documents from José were enough to satisfy the verification requirements. Keep us updated. Much appreciated!

Hello,

We hope this message finds you well!

In regards to the front copies of the cards, we had already received and approved them. At the moment we only require the vouchers for both cards. As soon as the vouchers are received and approved, the withdrawal will be processed as well.

You can find the vouchers on our Banking page, they are hyperlinked for download under the Additional Verification section.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

ViveMonCasino

Hello all,

Thanks to Vive Mon Casino team for your reply.

José, please submit the required documents and let us know about the result. I am optimistic it'll go well.

Hello, my problem is solved thank you for your efforts to solve this problem that lasted 2 months.

Thank you for all 

Awesome news, José! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.