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I have had a withdrawal of $100 that shows it was paid on the third of January and it was not sent to my account or my email. I have also made a second attempt at withdrawing my 300$ which originally withdrew on the second of January and had it decline. I have sent all relevant information and identification to show my birthday and my bank statements with my address. They will not communicate to me via email and the chat people say the same thing with no resolution. When I opened the account my birthday was somehow entered wrong in my profile by accident and they have received my ID and still won’t respond. I even asked the chat person if this would be an issue prior to making my withdrawal and they said they had my proper birthday in the system and it wouldn’t be an issue

Dear MeganBurden,

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 players must provide correct and up-to-date personal data that matches the information in the documents.

• Could you please clarify what is the difference between your date of birth and the date of birth you filled in your player profile?
• When did you notice this and have you already asked the casino to change it to the correct one?

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 asked them multiple times to correct it and they will not do anything they don’t even respond to me the email communication is non existent on their end

as you can see here I originally withdrew my funds for 300 on the 4th of January at 03:56 and it was declined. No communication besides the chat bot which is far from being any help at all. The 100 says it’s been paid and it has not been paid to my account.

I

This one has not reached my account or email through transfer

Thank you very much for your reply, MeganBurden. Is the rest of your personal information filled in correctly?

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 MeganBurden,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.