Drip Casino - Вывод средств игроком задерживается из-за проблем с верификацией аккаунта.

I'm a Brazilian player registered at Drip Casino with the user account Rossi / #I1I5L

I've been requesting withdrawals from my balance since May 19th. In order to complete the process, the casino required KYC verification, and I sent all the requested documentation on 09/14, via CHANNEL - upload on the website.

More than 3 (three) days have passed since I sent the documentation, and so far:

- My account remains unverified; - The withdrawal has not been processed; - I have received no substantive response from the support team.

I've tried contacting them via the following channels, without any response:

- Live chat on the website: messages sent on various dates with no response despite the fact that the service is advertised as 24/7.

- E-mail to [email protected]messages sent on [DATES], with no reply.

- Telegram, social networks, [email protected]etc.]

The behavior is incompatible with the 24/7 service advertised by the platform and with the obligations of an operator licensed by the Curaçao Gaming Control Board under license No. OGL/2024/169/0146.

I have preserved the complete evidence: deposit slips, account balance screenshots, withdrawal request screenshots, proof of sending KYC documents, and screenshots of unanswered support tickets with visible date and time.

Sou jogador brasileiro registrado no Drip Casino com a conta de usuário Rossi / #I1I5L

Desde o dia dia 19/05 venho solicitando solicitei saques do meu saldo. Para concluir o processo, o cassino exigiu verificação KYC, e eu enviei toda a documentação solicitada em 14/09, através de CANAL — upload no site.

Já se passaram mais de 3 (três) dias desde o envio da documentação, e até o momento:

— Minha conta segue sem verificação; — O saque não foi processado; — Não recebi qualquer resposta substantiva da equipe de suporte.

Tentei contato pelos seguintes canais, sem retorno:

— Chat ao vivo do site: mensagens enviadas em varias datas sem resposta apesar do atendimento ser anunciado como 24/7.

— E-mail para [email protected]: mensagens enviadas em [DATAS], sem resposta.

— Telegram, redes sociais, [email protected], etc.]

O comportamento é incompatível com o atendimento 24/7 anunciado pela plataforma e com as obrigações de um operador licenciado pela Curaçao Gaming Control Board sob a licença nº OGL/2024/169/0146.

Tenho preservadas as evidências completas: comprovantes de depósito, prints do saldo da conta, prints da solicitação de saque, comprovantes do envio dos documentos KYC, e screenshots dos tickets de suporte sem resposta com data e hora visíveis.

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 RafaelRossi,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I would like to inform you that you still have a withdrawal "in process" despite the fact that the account was verified 6 days ago.

Informo que ainda tem um saque "em processamento" apesar da verificação da conta a 6 dias.

Thanks for the update.

Has your payout been processed since your last post?

Please let me know.

Dear RafaelRossi,

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,
Tomas
Casino.Guru