Atefia Casino - Il ritiro del giocatore è stato posticipato.

Hello everyone,

Unfortunately, the casino is trying to stall me. They've received all the necessary documents and are still refusing. I've uploaded the documents I sent them.

I'm hoping for great support again and thank you in advance ❤

Best regards

[Redacted]

Hallo zusammen,

leider versucht das Casino mich hinzuhalten. Das Casino hat alle erforderlichen Dokumente erhalten und lehnt trotzdem ab. Ich habe euch mal die Dokumente mich hochgeladen die ich denen geschickt habe.

Ich hoffe wieder um tolle Unterstützung und bedanke mich im Voraus ❤

Liebe Grüße

[Redacted]

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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.

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Stay safe.

Hello,

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

Hello,

Thank you so much for the quick reply.

Currently, I only have my ID and bank account details confirmed.

Currently, they still require proof of address (e.g., pension statement, payslip, gas bill, etc.) and proof of bank deposit.

I already uploaded these two documents and they were rejected. Today I spoke with their support team and uploaded them again. I'm now waiting for their response.

I have already uploaded my documents here with you.

Best regards

Hallo,

vielen lieben Dank für die schnelle Antwort.

Ich habe aktuell nur mein Ausweis und Bankinhaber bestätigt bekommen.

Aktuell fordern die noch Adressnachweis(z.B. Rentenbescheid, Gehaltsabrechnung, Gas.. usw) und noch den Bankeinzahlung.

Diese beiden Dokumente habe ich schon hochgeladen und wurden abgelehnt. Heute habe ich mit dem Chat gesprochen und es nochmal hochgeladen. Ich warte jetzt auf eine Rückantwort von denen.

Meine Dokumente habe ich hier bei euch schon hochgeladen.

Liebe Grüße

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

Dear Endogs,

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