El retiro del jugador se retrasa debido a problemas con los documentos.

Hello, after a first withdrawal of 210 euros went smoothly, the casino, after converting a bonus and winning 1400 euros, asked me for the statement of 2 bank accounts, one Revolut and one Credit Agricole, they accepted the Revolut statement and now they have refused the Credit Agricole statement, and they continue to tell me to upload the original file when the file I sent them is the original one, I honestly do not know what to do for this, I am turning to you at Casino Guru please if you can solve this problem

Salve dopo un primo prelievo di 210 euro andato liscio , il casino dopo aver convertito un bonus e vinto 1400 euro mi ha chiesto estratto conto di 2 conti bancari , dei quali uno revolut e uno credit agricole , l'estratto di revolut me lo hanno accettato e adesso mi hanno rifiutato l'estratto di credit agricole , e continuano a dirmi di caricare il file originale quando il file che gli ho mandato , è quello originale, io onestamente non so cosa fare per questo mj rivolgo a voi di casino guru per favore se si riesce a risolvere questo problema

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Dear Pinobelli,

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 specify the format of the document you shared? Was it a PDF file, an image of a physical document or any other type of file, please?
• Could you please provide the exact date of your initial verification request?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

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,

Katarina

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

Dear Pinobelli,

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,

Katarina