Sportium Casino - El jugador experimenta dificultades para retirarse.

I have my account verified with both my ID and the card I use for deposits, as I do not use any other deposit methods, and both have been verified. Despite playing for a while, I've never won anything till now. After several months and many deposits, I finally have something to withdraw... but it's been nothing but obstacles and requests for documents. What's more, there's no response from the chat support.... I don't have accounts like PayPal or anything similar for them to ask me for, and as I told you, I always deposited with my verified card....thank you for your help.

tengo la cuenta verificada con el dni y la tarjeta cin la q deposito ya q no utilizo otro metodo de deposito y la tengo verificada ambas cosas nunca m a tokado nada desde q estoy jugando y ahora q d una vez pir fin despues d tantos meses y tantos depositos m a tokado algo para retirar ... son solo oegas y pedida d documentos yyyy al chat no atienden .... yyyyy yo no tengo cuentas d esas d paypal ni nada no oara d pedirme eso y ya os digo q siempre e depositado con la tarjeta y esta verificada ....gracias por ayudarme

Dear carmenbvb,

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 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 have sent you the documents by email and the screenshots

os e enviado los documentos por email las capturas de pantalla

Thank you very much for your reply, carmenbvb. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear carmenbvb,

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.

solved

solucionadi

Dear carmenbvb,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru