DelOro Casino - Вывод средств игрока задерживается из-за ожидания проверки.

Hi,

The casino requires an account to be verified before any withdrawals can be made, and they claim that verification can take up to 48 hours.

They only asked for IDs and a selfie for my verification, but it has been pending for almost a week. Every time I contact their support, they just say they are busy...

Now my funds are stuck there unable to be withdrawn...

Thepwner001

Dear Thepwner001, 

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 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? 

When was the last time you communicated with customer support regarding your verification?

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, 

Veronika

Hi Veronika,

In the verification tab of the website, it shows I have to upload my IDs and my selfie, which I did 5 days ago.

I have contacted their support a few minutes ago and they said they are very busy...

Thepwner001

Please forward me the documents you sent to the casino for verification along with all the communication between you and the casino customer support that could be relevant to the investigation of your complaint. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Thepwner001,

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.