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I have been trying to withdraw for two days and it cancels the operation

they ask me to send a card that I never had

I have sent all the possible documents even a selfie of me holding my identity card and a sheet with written name surname email username is today's date

now if i go to withdrawals it says they are blocked

Sono due giorni che provo a prelevare e mi annulla l’operazione

mi chiedono di inviare una carta che non ho mai avuto

ho inviato tutti i documenti possibili persino un mio selfie con in mano la carta d’identità e un foglio con scritto nome cognome email nome utente è data odierna

ora se vado su prelievi dice che sono bloccati

Dear Mastino,

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 verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I have presented all my documents in my possession

now there sums and 1300 euros because I still won something but now I would like to withdraw because I need them

Si ho presentato tutti i miei documenti in mio possesso

ora là somme e di 1300 euro perché ho vinto ancora qualcosa ma ora vorrei prelevare perché mi servono

I write to their email I have not received an answer yet

Scrivo alla loro email non ho ancora ricevuto risposta

Now I've reached €1500 and I won't play a euro again until I can withdraw some money

I want to withdraw 1300€

I leave €200 in the account to play again

Ora sono arrivato a 1500€ non giocherò più un euro fino a quando non potrò prelevare dei soldi

voglio prelevare 1300€

200€ li lascio sul conto per giocare ancora

Is it possible to get help?

È possibile avere un aiuto?

Unfortunately, the player requested to have his Casino.Guru account closed before we could intervene.

Therefore, we are closing this complaint as rejected.