Gamblezen Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

through live chat they are telling me everything is fine for my withdrawal but when I email the KYC department, they are asking me for a screenshot with of my personal online bank profile which contains the following information:

Institution, transit and account numbers.

i send them multiple screenshots but none where correct.

now they don’t respond to me via email, my withdrawal were cancel and didn’t received an email explaining why.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email from the casino containing the verification request that is delaying the processing of your withdrawals? My email address is [email protected]. Please include the document you submitted to the casino for verification as well.
• Which documents have you provided to the casino for the verification of your account so far? Have any of your documents been reviewed and approved by the relevant department?
• Which of your documents are still pending verification?
• What types of games did you play to accumulate the winnings you have been trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Gyeah97,

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,
Veronika
Casino.Guru