Novibet Casino MX - Se están cancelando las solicitudes de retiro de los jugadores.

I already verified my account and sent the other documents they asked for, around February 8th. Every time I've tried to withdraw, they cancel the withdrawal and tell me to try again, which I do, and the same thing happens. Finally, I asked them why, and that's when they asked for the extra documents after I had already verified my account. I hope you can help me. Thank you in advance.

Ya verifique mi cuenta ya mandé otros documentos que me dijeron y eso tiene más o menos por el día 8 de febrero y las veces que he intentado retirar me anulan el retiro y me dicen que vuelva a intentar y lo hago y lo mismo hasta que les pedí que me dijeran el porque y fue cuando me pidieron los documentos extras después de que ya había verificado mi cuenta espero su apoyo gracias dé antemano.

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 elvaquero73, 

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 takes 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? 

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, 

Attila

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

Dear elvaquero73,

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,

Attila