Royal Vegas Casino - El retiro del jugador se retrasa debido a problemas de verificación.

So i made a withdrawal last january forgot the exact date and then since that day i never receive my withdrawal because they are keep on asking different kinds of documents for verification even thoug my account doesn't need to be verified and when i tried to submit bunch of documunts they keep on rejecting it and ask for another ican give. The

screenshot of my emails to them also they are using a freud email address when i treid to reply on this emails my email keeps on comeback to me

Dear bongzkie0208,

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 you sent 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,

Kristina

I've already provided my ids bunch of bank statements

But they keep on rejecting my bank statement and say it was not updates like not more than 6months but the bank statement that im sending is only 3months old

This are the proof that everything i sent to them they keep on rejecting it

I haven't received an reply from guru

Thank you very much, bongzkie0208, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear bongzkie0208,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Royal Vegas Casino representative to join this conversation.

Dear Royal Vegas Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear bongzkie0208,

I have received communication from a casino representative and will provide an update with pertinent details as soon as they are available. Thank you for your continued patience.

Dear bongzkie0208,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Alderney Gambling Control Commission (AGCC) (https://www.gamblingcontrol.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina