Tom Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

Hello.

I am filing a formal complaint regarding the operation of TOM CASINO.

My documents were submitted for verification some time ago, but verification is still pending. Because of this, I can't withdraw my funds.

Furthermore, I've tried repeatedly to contact operators via live chat, but have received no response. The lack of feedback and the long verification delays are seriously concerning.

Please provide clear information:

— what specific documents or data are still required;

- Why does the verification take so long;

— when account verification is completed and withdrawal is processed.

I consider it unacceptable to block access to funds without explanation and without support from operators.

I hope for a prompt solution to the problem.

Sincerely.

Здравствуйте.

Я обращаюсь с официальной жалобой в связи с работой TOM CASINO.

Мои документы были отправлены на проверку уже некоторое время назад, однако верификация до сих пор не завершена. Из-за этого я не могу вывести свои денежные средства.

Кроме того, я неоднократно пытался связаться с операторами через live chat, но не получил никакого ответа. Отсутствие обратной связи и длительная задержка проверки вызывают серьезное беспокойство.

Прошу предоставить четкую информацию:

— какие именно документы или данные еще требуются;

— почему проверка занимает так много времени;

— когда будет завершена верификация аккаунта и обработан вывод средств.

Считаю недопустимым блокирование доступа к средствам без объяснения причин и без поддержки со стороны операторов.

Надеюсь на оперативное решение проблемы.

С уважением.

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 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? 

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, 

Attila