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Good morning

The casino successfully accepted all my identification documents, but it consistently rejects my bank statements for the last six months, both in original PDF and photo formats, without providing any reason. My account is currently active for playing, but my withdrawals are blocked, and support is not providing any explanation either via chat or email. I'm requesting the exact reason for rejecting this specific document and what exactly they require in order to complete the verification.

Buongiorno

"Il casinò ha accettato con successo tutti i miei documenti d'identità, ma rifiuta sistematicamente l'estratto conto degli ultimi 6 mesi, sia in formato PDF originale che fotografico, senza fornire alcuna motivazione. Al momento il mio conto è attivo per giocare ma ho i prelievi bloccati, e l'assistenza non mi dà spiegazioni né in chat né via email. Chiedo che mi venga comunicato il motivo esatto del rifiuto di questo specifico documento e cosa richiedano di preciso per poter completare la verifica."

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Dear Trentacostepietro,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your situation, could you please clarify a few details?

• Do I understand correctly that the verification of your bank statements is the only remaining issue and that all other required documents have already been approved?
• Has the casino indicated that there is a specific issue with your bank statements or explained why they are unable to approve them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Here is the ready answer to copy and

Hi Karla, thanks for your reply.

I confirm that all other required documents have already been approved by the casino: ID, selfie and photo of the card I deposited with

The only problem concerns the bank statement for the last six months. I sent it both in PDF format (downloaded from the bank) and in photos, but the casino consistently rejects it without providing any reason. Support via chat and email doesn't explain the reason for the rejection.

I kindly ask the casino to indicate:

1. What exactly is the problem with the statement I sent?

2. What format and what exact data do they want to see on the statement to approve it?

My account is active and I can play, but withdrawals of €2,600 are blocked only for this document.

I'm waiting for a specific response from the casino.

Thank you so much for your help

Ecco la risposta pronta da copiare e i

Ciao Karla, grazie per la risposta.

Confermo che tutti gli altri documenti richiesti sono già stati approvati dal casinò: carta d’identità, selfie e foto della carta con cui ho depositato

L’unico problema riguarda l’estratto conto degli ultimi 6 mesi. L’ho inviato sia in PDF originale scaricato dalla banca sia in foto, ma il casinò lo rifiuta sistematicamente senza dare alcuna motivazione. In chat e via email l’assistenza non mi spiega il motivo del rifiuto.

Chiedo cortesemente al casinò di indicare: 

1. Qual è il problema preciso con l’estratto conto che ho inviato

2. Che formato e che dati esatti vogliono vedere sull’estratto conto per approvarlo

Il mio conto è attivo e posso giocare, ma i prelievi di 2.600€ sono bloccati solo per questo documento.

Resto in attesa di un riscontro preciso dal casinò.  

Grazie mille per l’aiuto

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Trentacostepietro,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla