The Clubhouse Casino - 選手の本人確認書類は受け付けられません。

Every single document I upload to provide evidence of payment isn’t being approved, I’ve done the statements and transaction receipt

without it being approved I can’t not withdraw my winnings

Dear akhamilton94,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?
• How many payment methods have you used to deposit funds into your account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes it is the only thing that it’s stopping me from making a successful withdrawal

I’ve only ever made 3 separate deposits into my account but never made a withdrawal

but now my balance is 5300

so I’m getting really tired of this nonsense the online support chat isn’t being much help

I have uploaded my actual bank statement and it still says it is not approved

why do I do now

Could you please forward the abovementioned bank statement to petronela.k@casino.guru too? Is the requested deposit visible on that statement?

Dear akhamilton94,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.