Playoro Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Hello,

I tried to make withdraw and casino was asking to verify my account, I send them all documents and now they are asking this:

In order to proceed with your withdrawal request, please send an alternative payment method that is on your name, such as wire transfer (bank transfer).

The following details are required:

Wire Transfer:

Account Holder Name

IBAN

I provided them with documents I have and now casino is telling that they are not recognising these type of documents and they will cancel deposit.

For deposit I used Rapid Transfer options and did it from European (Swedbank) bank, which is biggest bank in eastern Europe and I don't see how that could be a problem.

Could you please help me with this problem?

Thank you,

Juris

Dear jkalnins16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and to assist you accordingly, could you please provide answers to the following questions:

• What specific documents did you submit for account verification?
• Which payment method did you use to deposit money into the casino? Has the document serving as your proof of ownership of this payment method been approved and verified?
• What alternative payment method are you willing to provide for the withdrawal?

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,

Veronika

For person identification I send driving licence from both sides, for address verification I send utilities bill, also and I send them "Payment Order" which confirms the deposit made to the casino and shows both personal information and bank details.

Money trasfer to casino was made by using "rapid transfer" option, which imidintaly send me to my bank. It is one of the largest European banks (Swedbank) and I have owned this account for over 20 years, so I can prepare any necessary information.

I want to use the same method for withdrawal as I used for deposit "Rapid transfer"

Could you please forward me all the communication between you and the casino customer support regarding the problem with your verification? My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear jkalnins16,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.