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

Hi I am trying to make a withdrawal of $400 at this casino but having issues completing KYC

I have uploaded all the documents requested in the profile page and everything is approved so far, i have uploaded

• Passport photo
• Selfie with Passport
• Utility bill with address
• Photo of bank card used to deposit (front and back showing first 6 and 4 numbers)

All the above has been accepted and has a green tick.

However I uploaded a bank statement (bank statements here for my bank in Australia only generates once a quarter), I uploaded my latest statement however it obviously doesn't have the deposit I just made on the casino.

I sent a screenshot of the deposit from my bank app which shows the amount and card used, however it is not accepted.

Can I get some help getting my profile verified? I've used the same documents at other DAMA NV casinos, most recently verified with exact documents 4 days ago at another DAMA NV casino and it was all accepted fine

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.

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.

• How many deposits have you made to this casino so far, and on which exact dates?
• Would it be possible for you to obtain a monthly bank statement by contacting or visiting your bank?
• Have you tried downloading a PDF statement from your banking application that shows your personal details together with the deposit information?
• What guidance or suggestions did you receive from the casino’s customer support when you explained this issue to them?

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

Hi so far I’ve made 4 deposits

• 2x on 22 October 2023
• 28 April 2024
• 15 December 2024
• 15 Jan 2026

I have talked to live chat with my bank and they do not provide statements outside of the quarterly reports.

I can export a list of transactions for the period and generate a PDF, but it seems it will not meet what the casino is after.

The casino has advised me that my bank should be able to create one for me however I had no luck on live chat. I will try to call next week, but at this point I will have to wait 3 or so months to get a statement before I can verify and withdraw?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tendol4i1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika