Crashino Casino - El retiro del jugador se retrasa debido a problemas de KYC.

I made a withdrawal and they told me it would be processed in 24 hours. Then, they asked me for the KYC. I sent all the documents and several proofs of address, but they keep rejecting them. It's as if they don't want to pay me my money. I just want to get paid and I won't play at your casino anymore.

He hacho un retiro y me dijeron que el retiro seria procesado en 24 horas luago me pueden el kyc le envío y todo ls documento l en enviado varias pruebas de domicilio y todas la rechazan es como que no me quieren pagar mi dinero solo quiero que me pagan y no juego más en su casino

Dear tavarezdayvi5,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re experiencing with your withdrawal and the KYC process. To help us look into this matter, could you please provide a few additional details:

• Could you specify the date when you initially requested the withdrawal and when you submitted the KYC documents?
• Have you received any specific reasons from the casino regarding why your documents or proofs of address were rejected? If so, could you describe these reasons or provide any correspondence from the casino?
• Could you let us know which documents and proofs of address you submitted and if any alternative documents were suggested by the casino?
• Please confirm the amount of your withdrawal and the email address associated with your casino account for verification.

If you have any relevant email threads or screenshots of communication with the casino, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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 already been verified and paid, thank you very much

Ya me verificaron y me pagaron muchas gracias

Thank you, tavarezdayvi5, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with?

Looking forward to hearing from you. 

And

Si

Dear tavarezdayvi5,

Great news :) 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 (here). 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, 

Petronela

Casino.Guru