Gomblingo Casino - プレイヤーの支払いが遅れています。

I sent all the documentation to the casino and I still didn't receive the payment.

I hope to receive it soon.

Thank you.

Dear Isi90, 

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 the casino and what was it about?

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

Dear Veronika,

Everything was yesterday. I think I'm already verified after sending all the documentation.

I was able to select the payment method to reveive the payment. It says my payment is pending.

I hope to receive it soon.

Thank you.

They canceled it. They refuse to help me.

When will I receive the money? Why did they cancel the pending withdraw? They refuse to send the money.

I hope this is resolved soon.

Thank you.

After your request was canceled, did you receive any email or notification from the casino with the explanation?

Have you contacted customer support to inquire why your withdrawal request was canceled?

Have you made any successful withdrawals before?

Please send me the screenshot of your transaction history here.

Hello Veronika,

It's my first time in this casino. I never retired any money in this one.

Yesterday, they told me need to be like x5 my deposit. Wagered or something like that. I completed all the requirements.

I wish is not canceled again. I requested a withdraw again.

I'm still waiting to receive the payment.

Hello again, I want to add some more information.

Yesterday, I completed all the requirements.

I lost some money completing it and

forgot to mention this amount needs to be updated here.

Now is 167€.

I attach a screenshot.

I hope to receive soon.

Thank you.

Is this a normal thing to ask? Now they keep asking me for more private information.

Could someone help me please?

Thank you.

If i dont receive the money today. Im going to be taking legal action and showing all the private information they are asking for.

Dear Veronika, inform this to gomblingo casino please.

I hope to receive in less than 24 hours.

Thank you.

Dear Isa90,

requesting a picture of the card you used for depositing is a standard procedure in all online casinos. This is part of their effort to ensure that the payment methods used belong solely to you, which is important for both security and compliance reasons.

When taking a picture of your card, please remember to cover the middle digits of your card number with a piece of paper or something similar to protect your sensitive information. This way, only the first six and last four digits should be visible, ensuring your safety while allowing the casino to complete the verification process.

If you have any concerns or need further clarification, don’t hesitate to reach out.

Dear Veronika,

I already did the verification multiple times. That's why I was able to request a wirhdraw. As I informed, the other day I completed the requirements and they keep asking now for something is not possible to send.

Few days ago, I explained them is a virtual card, not a physical card.

I'm waiting to receive the money.

Thank you.

Thank you for letting me know.

When you informed the casino that you deposited with a virtual card, what was their response? Did they provide any guidance on the steps needed to verify the card?

Additionally, do you have any bank statement or documentation that can confirm your ownership of the virtual card used for depositing into the casino?

Dear Veronika,

Money has been received. Everything is resolved.

Thanks for the help.

Dear Isi90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru