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I've been waiting for three days for the withdrawal because my documents for verification keep getting rejected! It seems unprofessional on the site's part, as they request documents and selfies holding them, yet they are continuously rejected. Resolve this immediately, or I will be forced to take further action regarding the site. Thank you.

Sono tre giorni che attendo il prelievo perché mi vengono rifiutati di continuo i documenti per la verifica! Mi sembra poco serio da parte del sito in quanto si richiedono documenti e selfie con gli stessi alla mano e di continuo vengono rifiutati. Risolvete nell' immediato altrimenti mi troverò costretta a prendere altri provvedimenti in merito riguardo al sito. Grazie

Dear frezzafrancesca86,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share a selfie you submitted to the casino and was rejected?
• Could you please forward the responses from the casino as well? Send the information to my email at [email protected]

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,

Tomas

I sent the requested documents but they rejected the selfie because it is not of good quality. I assure you that the data is visible in all the selfies I have sent so far! They are driving me to exasperation. Waiting for a response, I send my best regards

Ho inviato i documenti richiesti ma rifiutano il selfie perché non di buona qualità. Le assicuro che i dati sono visibili in tutti i sefie che go inviato fin ora! Mi stanno portando all'esasperazione. In attesa di risposta porgo cordiali saluti

I sent the driver's license. The visa postal card front and back obviously. The last time I uploaded the documents was January 14th at 5 pm. Still no response. From the chat they say that the selfie is not good. I sent you the casino's response and the very visible selfie in private from the email. The card numbers and the license data are all legible. It all seems a bit like a scam to me... I await a response thanks

Ho inviato la patente di guida. La carta postale visa fronte e retro ovviamente. L'ultima volta che ho caricato i documenti il 14 gennaio alle 17. Ancora nessuna risposta. Dalla chat dicono che il selfie non va bene. Le ho inviato in privato dalla mail la risposta del casinò e il selfie visibilissimo. I numeri della carta e i dati della patente sono leggibili tutti. Mi sa un po' di truffa tutto ciò...attendo risposta grazie

Dear frezzafrancesca86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have familiarized with your complaint and took it under my control, I promise to come back to you with a solution in the near future today. Don't worry, this problem will definitely be solved.

Best regards,

Winnita Casino

Dear frezzafrancesca86,

I'm glad to tell you great news.

After additional verification of your account, I see that the verification was successful.

We will wait for your confirmation and also very much hope that you are satisfied with the decision.

Best regards,

Winnita Casino

I just checked and the document verification was finally successful. I am now waiting for the withdrawal to be collected. It took a big complaint to resolve it then! Thank you very much for your attention

Ho appena controllato e la verifica dei documenti è andata a buon fine finalmente. Attendo adesso la riscossione del prelievo. Ci voleva un bel reclamo per risolvere dunque! Grazie mille per l'attenzione

Dear frezzafrancesca86,

I'm glad to hear it!

I see that withdrawal also success. I'm happy to know, that we resolved this problem

Best regards,

Winnita Casino

Dear frezzafrancesca86,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru