Gambiva Casino - El retiro del jugador se retrasa debido a la verificación de la cuenta.

Hello, I've been waiting over a week for my account to be validated so that I can make withdrawals.

I've already sent all the necessary documentation and I'm constantly sending emails, but I always end up with no reply.

I hope you can help me with this, regards.

Boas, a mais de uma semana que estou a espera que a minha conta seja validada para conseguir fazer levantamentos.

Já enviei toda a documentação necessária e envio emails constantemente, ao que acabo sempre sem resposta.

Espero que me possam ajudar nesse sentido, cumprimentos.

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Dear NicholasVontae,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you are experiencing with your account verification and the lack of response from the casino.

To better understand the situation and determine how we can proceed, I kindly ask you to clarify a few points:

• On what exact date did you submit all the required verification documents to the casino?
• Did the casino confirm receipt of your documents or provide any status update (for example, "under review" or "approved")?
• Is your account currently marked as pending verification, restricted, or fully active in your account dashboard?
• Have you already submitted a withdrawal request, or are you unable to do so because the account is still not verified?

If you have any screenshots, emails, or other communication with the casino related to the verification process, please upload them here or forward them directly to petronela.k@casino.guru so we can review them.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon, the first order was placed on December 26th, after all the documentation had been sent.

The proofs are shown in the photo.

The rest will be sent by email in pdf format.

Thank you

Boa tarde, o primeiro pedido foi feito a 26 de Dezembro, já depois de ter sido enviada todana documentação.

Em foto seguem os comprovativos.

O restante será enviado por email em formato pdf.

Obrigado

Dear NicholasVontae,

Thank you for your message, and I’m sorry for replying only now and for the one-week delay.

Thank you as well for forwarding the relevant communication and screenshots. I can see from the message you shared that the casino requested you to resubmit your proof of ID, as the previous document could not be verified because not all four corners were visible and screenshots/scans were not accepted.

• To help us move forward, could you please confirm whether you have already resubmitted the documents as requested by the casino?

If you have already sent the corrected documents, please let me know when they were resubmitted and whether you received any confirmation or status update from the casino afterward.

Thank you for your cooperation.

Good afternoon, yes, they were sent back in the format requested on January 5th, and so far I've had no response.

Boa tarde, sim, foram reenviados no formato pedido no dia 5 de Janeiro, e até então não obtive nenhuma resposta.

Hi NicholasVontae,

Thank you for the update.

Could you please forward or upload exactly what you sent to the casino on January 5th (the resubmitted ID documents or the message/email used to send them)? This will allow us to verify that the documents were provided in the requested format and assess the next steps.

If possible, please also include any confirmation message or automated reply you may have received from the casino after sending them.

Thank you.

Good, it's been emailed to the operator.

Boas, seguiu por email para o operador.

Hello NicholasVontae,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear NicholasVontae,

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,

Petronela