VeryWell Casino - A desistência do jogador está atrasada devido a problemas com a documentação.

Hello,

I am having serious issues withdrawing my money from VeryWell Casino.

The casino claims my identity documents ‘failed,’ but they refuse to give any specific reason why. I repeatedly asked which document failed and what the issue was (blurry, mismatch, expired, wrong format, etc.), but they will not tell me.

They also gave contradictory information such as:

• Saying my address is verified, then saying it wasn’t mentioned

• Saying reviews take a few minutes, then saying 5 days

• Telling me they cannot access my documents

• Pushing me to email instead of helping

• Refusing to explain the rejection reason

I provided all required documents. Their chat agents cannot explain anything clearly and keep avoiding my questions.

My withdrawal is being withheld without justification, and I believe this is intentional obstruction.

I am attaching screenshots showing the contradictions and refusal to give a clear reason.

Please assist me in resolving this and getting my withdrawal

Important notice:

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mollyez,

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?
• Could you please provide the exact date of your initial verification request?

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

Dear Mollyez,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru