Bobby Casino - Se ha retrasado el pago de las ganancias del jugador.

Submitted my kyc verification on 12/23/22 and sent Bank statement and government issued letter for proof of address 3 times and all three times they have denied withdrawal saying those documents aren't good enough also sent letter with credit card still attached

Dear Sandrakay1972,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have sent same bank statement 4 times and it's from this month and they're saying it's not bank statement. My identity was verified

I'd say I've definitely had enough of their run around. Anyone that's having issues with them I say we get representation and get class action suit going

Thank you for your reply, Sandrakay1972. Do I understand correctly that verifying the bank statement seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

Yes rest of documents have been approved but they keep telling me send real bank statement. It was a real bank account and statement

Thank you very much for your reply, Sandrakay1972. Before we contact the casino, 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.

Hi Sandrakay1972,

Your withdrawal has been processed. Kindly let us know once you receive your funds.

Kind Regards,

Bobby Casino

It's been received thank you to all involved

Dear Sandrakay1972,

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