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I wanted to make a money withdrawal, which at the time of going through the verification process I sent the photo of my identity document, validation via selfie and requested the withdrawal to the same account with which I deposited, I uploaded a photo of the card and Bank statement where my information appears and even so they DO NOT verify my account and do not transfer my money to me. I communicate almost every day with online support, but they only copy and paste messages. They only indicate that I should wait and I have sent emails and they do not give me a solution either... bad experience with this casino I have played in others and the process of verification and transfer of winnings is almost automatic I need help to transfer my money to me, it has been more than 5 days expecting.

Quise realizar un retiro de dinero, el cual al momento de pasar por el proceso de verificacion he enviado la foto de mi documento de identidad, validacion via selfie y solicite el retiro a la misma cuenta con la cual deposite, subi foto de la tarjeta y extracto bancario en donde aparecen mis datos y aun asi NO verifican mi cuenta y no me transfieren mi dinero. Me comunico practicamente todos los dias con la asistencia en linea, pero solo copian y pegan mensajes. solo indican que espere y he enviado correos y tampoco me dan solucion... mala experiencia con este casino he jugado en otros y el proceso de verificacion y transferencia de ganancias es casi automatico necesito ayuda para que me transfieran mi dinero llevo mas de 5 dias esperando.

Dear marielamunhoz,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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 have uploaded the requested documents, please I just want to withdraw the money, there are my personal details and my account number for the deposit, please verify my account

He subido los documento solicitados, por favor solo quiero retirar el dinero estan mis datos personales y mi numero de cuenta para el deposito, por favor verifiquen mi cuenta

I understand your frustration, marielamunhoz. Please bear in mind that verification may take a few working days. Since you applied for the KYC last week only, I will set the timer for additional 3 days allowing to casino to check your personal documents and complete the verification.

Thank you very much for your patience in this matter and please keep me informed about any further developments.

Once again they just rejected my verification... being that before resending the document I spoke with online assistance and I reviewed the attached file and they told me that this was what was missing, a terrible casino, that people never play again because they don't They pay, lousy experience, it's a scam, they don't take responsibility when you want to withdraw your earnings.

Nuevamente me acaban de rechazar la verificacion.... siendo que antes de re enviar el documento hable con asistencia en linea y reviso el archivo adjunto y me indico que eso era lo que faltaba pesimo casino, que la gente no juegue nunca mas porque no pagan, pesima experiencia es una estafa no se hacen responsables cuando uno quiere retirar sus ganancias

Thank you very much, marielamunhoz, for providing all the necessary information. My apology for the delayed response. 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, marielamunhoz,

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 Mr. Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr. Bet Casino 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.

Dear Branislav,

The user account was fully verified on 2023-03-21.

Withdrawal also successfully processed on 2023-03-21. From our side, the money was sent to the user's payment method.

The user initially uploaded an edited bank statement, and then a document on which the name of the account holder was not indicated. As a result, the user managed to upload all the necessary documents and they were accepted by the responsible department.

Best regards,

Mr.Bet Casino team

The case of the 940,000 has already been solved. Now I want to withdraw 200,000 that I won and with my verified account and the deposit does not arrive either, they take a long time and the chat always responds the same... in the end there will always be problems when one wants to withdraw money

el caso de los 940.000 ya fue solucionado ahora quiero retirar 200.000 que gane y con mi cuenta verificada y tampoco me llega el deposito se demoran desiado y el chat siempre responde lo mismo.... al final simepre habra problemas cuando uno quiere retirar dinero

Alright, thank you both for the updates.

Dear marielamunhoz,

Do I understand correctly that the main issue was resolved, and there is another new withdrawal request that has not been fully processed yet?

Can you please provide us with the information on when was the new withdrawal request submitted and what is the current status of this withdrawal? Did you use the same payment method as for the previous successful withdrawal?

Although you have been fully verified, the withdrawal process usually takes some time. Once the casino approves it, it is in its payment provider's/processor's hands (3rd party), and the casino cannot influence it. In case of delayed withdrawals, we recommend players wait 14 days before submitting a complaint. Therefore, I would like to advise you to wait and provide the casino and its payment provider with a few more business days to completely process your withdrawal.

I sincerely believe it should only be a matter of time before the payment comes to you.

However, if it is more convenient for you, I can keep this complaint open pending your confirmation of a successful withdrawal or an update.

Looking forward to you.

Dear marielamunhoz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, and also based on the fact that the main issues have been resolved and we do not have any further details about another mentioned withdrawal request, we will consider the complaint resolved.

Greetings all,

Thank you, marielamunhoz, for your previous confirmation regarding the main issues and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, and we have not received details of your pending withdrawal, we will now mark your complaint as 'resolved' in our system, and consider your new withdrawal successfully paid within the casino's standard processing times for withdrawals.

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, Mr.Bet Casino team, for your cooperation.

Best regards,

Branislav, Casino.guru