FS Casino - O jogador enfrenta atrasos nos saques devido a repetidas solicitações de verificação.

I've been trying to withdraw this amount for 2 weeks now. They are asking for proof of my credit card. I have already sent the digital copy and the Pay4Fun receipt, which was requested from the company. However, they did not accept it even though it has the company's data and logo. My account has been verified at this casino for over 2 years, and this card was verified a year ago. They are asking again, knowing that I haven't used it for any deposit since. I only use Pix for deposits.

Estou tentando sacar esse valor já tem 2 semanas . Estão pedindo comprovante do meu cartão de crédito. Já enviei digital e o comprovante do pay4fun. No qual foi solicitado com a empresa . E eles não aceitaram msm tendo os dados e o logotipo da empresa. Já tinha conta verificada nesse casino há mais de 2 anos . Sendo que este cartão já foi verificado há 1 ano atrás. Estão pedindo novamente. Sabendo que não usei mais para fazer nenhum tipo de depósito com ele . Só faço através de pix .

Dear nyquemarques,

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 they can request documents even though the account was verified in the past.

• Do I understand correctly that verifying the credit card seems to be the only problem?
• Has the casino requested any other documents and have they all been approved?

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

Yes . They're not accepting the pay4fun receipt sent by the company either. Since the app. Changed from digital wallet to electronic account. I contacted them. They sent me the document proving the active account with all my data and they don't accept it.

Sim . Não estão aceitando também o comprovante do pay4fun enviado pela empresa . Sendo que o app. Mudou de carteira digital virou conta eletrônica. Entrei em contato. Me enviaram o documento comprovando a conta ativa com todos os meus dados e não aceitam.

Thank you very much for your reply, nyquemarques. 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.

I've sent the documents again and I've been waiting for a reply for 4 days.

Última informações deles .enviei novamente os documentos e estou aguardando a resposta .há 4 dias

Thank you very much, nyquemarques, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

They didn't answer me and disappeared with the amount of the bill.

Não me responderam e sumiram com o valor da conta.

Hello, nyquemarques,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan.bet Casino team,

Could you please look into the player's issue and let us know what needs to be done so she can complete the verification and/or withdraw disputed funds? Why was the withdrawal in question rejected?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Good afternoon, Casino Guru team and nyquemarques,

Indeed, a verification procedure was initiated for this account, and notifications listing the documents required to complete the verification process were sent to the player. After a detailed review of the documents provided during the verification process, it was determined that the documents were sufficient to complete the verification. The funds have already been sent to the account number specified in the withdrawal request. We apologize for any inconvenience caused.

The previous withdrawal request was automatically canceled, as requests technically cannot remain active for an extended period of time.

Have a great day!

Thank you. It has been resolved

Obrigada . Foi resolvida

What great news!

Thank you, nyquemarques, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you, Vulkan.bet Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru