Bitsler Casino - El jugador experimenta un retraso en el retiro debido a una verificación no resuelta.

Good day. I have an account with Bitsler Casino. I requested a withdrawal of USD 1614.90 around 10 days ago. I have verified my identity with my ID and facial recognition, but my proof of residence is still pending. I submitted the proof 10 days ago, and the support staff just keep telling me "you need to wait" without giving me a specific resolution time. However, my withdrawal is still pending.

On the other hand, I trusted this casino because of its high rating on Casino Guru, but I think I may have made a mistake. (I've attached a history of emails)

Could you please help me resolve this?

Buen dia. Tengo una cuenta en Bitsler Casino. he solicitado un retiro de fondos por USD 1614.90 hace ya 10 dias. He verificado mi identidad con mi ID y reconocimiento facial, pero esta pendiente la prueba de domicilio. Envie hace 10 dias, el comprobante y del soporte solo me dicen "debe esperar" sin darme un tiempo determinado de resolución. No obstante, mi retiro continua pendiente.

Por otra parte, yo he confiado en este casino por la buena puntuación que tiene en Casino Guru, pero creo haberme equivocado. (adjunto historial de mails)

Podrian ayudarme a resolver esto por favor?

Dear pablofco1,

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.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Have you provided all this document as soon as possible and in the correct format?

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,

Kristina

Hello. If I have sent proof of address, they would request it. I understand the importance of KYC, but it cannot take so many days to verify that document.

Hola. Si he enviando la prueba de domicilio que me solicitarían. Entiendo de la importancia del KYC, pero no pueden demorar tantos días en verificar ese documento.

Thank you very much for your reply, pablofco1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning Kristina. Today I received full verification of my Bitsler account and they processed the withdrawal of my funds. Thank you very much for your help. The case has already been resolved according to

Buen día Kristina. Hoy he recibido la verificación completa de mi cuenta en Bitsler y han procesado el retiro de mis fondos. Muchas gracias por su ayuda. El caso ya se ha solucionado conforme

Dear pablofco1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru