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Casino make problem to verify my identity even if I sent all doc in my had in the way they ask

Dear dfivizzoli,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear dfivizzoli,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Doc sent 6 times via app and web. We are stuck with generic emails and always the same request for identity card selfie with card and waybill. I have been waiting for a phone call for three days but the phone does not ring. Check no limitations on mobile phone calls and correct numbers on profile.

Doc inviato 6 volte tramite app che web .siamo fermi a mail generiche e sempre la stessa richiesta carta d'identità selfie con carta e waybill.attendo una chiamata telefonica da tre GG ma tel non squilla verificate nessuna limitazione su chiamata cellulare e numeri corretto su profilo

Problem solved today thanks to a phone call from them, finally very friendly and decisive for me, complaint closed

Problema risolto oggi grazie ad una telefonata loro finalmente molto cordiale e risolutiva per me reclamo chiuso

Dear dfivizzoli, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru