Gamblezen Casino - El retiro del jugador se retrasa debido a las solicitudes KYC.

Hello casino guru, I made a deposit of 20 euros, I reached 170, but they keep asking for KYC cards, I think they don't want to pay, I have a week, so no matter what I send, they keep asking for something else, I only played with cash, without bonuses, I am looking for your valuable help, thank you in advance!

Γεια σου casino guru εκανα καταθεση 20 ευρω τα εφτασα 170 αλλα ζητανε συνεχεια χαρτια kyc νομιζω δεν θελουν να πληρωσουνε εχω μια εβδομαδα ετσι οτι και να στειλω ζητανε συνεχεια κατι αλλο επαιξα μονο με μετρητα χωρις μπονους αναζητω την πολυτιμη σου βοηθεια ευχαριστω εκ των προτερων!

Dear alexisrosos,

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 advise 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 your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominica, I sent the files to your email, thank you very much!

Γεια σου dominica στα εστειλα τα αρχεια στο email σου ευχαριστω πολυ!

Okay, I want the issue to be closed. They sent me an email that the identification was done. I don't know if you helped, but I thank you in advance.

ενταξει θελω να κλεισει το θεμα μου στειλανε email οτι εγινε η ταυτοποιηση δεν ξερω αν βοηθησες αλλα σε ευχαριστω εκ των προτερων

Dear alexisrosos,

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,

Dominika

Casino.Guru