Megarich Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

Hi

I'm having difficulty withdrawing as I am not being able to pass the KYC account verification. The casino is demanding a bank statement showing the deposit that includes the first 6 and last 4 digits of the card number as well as the name of the cardholder. I'm unable to get this document as the card I have used is a chequing account and does not show the card number but the account number instead in the bank statement document.

The Casino doesn't seem to care about this and is demanding the document instead of coming up with a different solution. I have sent pictures of my debit card, the bank statement of the card I used, and even a document that has my name and the first 6 and last 4 digits of the card number that I got from my bank.

The live chat apparently doesn't handle the KYC matters and the KYC department isn't very responsive of my problems. Please help me get verified so I can withdraw.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kongboi,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• When did you initially submit your KYC documents to the casino?
• Could you please let me know which other verification documents you have already provided?
• Have you received any feedback from the KYC department regarding your submitted documents?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear kongboi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru