Good day, I have been playing at this casino for two days, with my verification completed smoothly. However, the problem arises when I win the amount of €858, always with my own money and never through bonuses. I attempt to make a withdrawal but it gets rejected, and they ask me to upload photos of the card. I explained that it’s a digital card, and they asked for screenshots from online banking. I have uploaded all sorts of documents and screenshots, certificate of account ownership, statement of purchases at their casino, screenshot of the card agreement, photos of the card within the Imaginbank application, but they keep rejecting it. Despite telling me this, every time it gets rejected, they send the same generic email.

"Hello Alejandro Ruiz Vicente!

Your withdrawal request has been cancelled.

Reasons for rejection: "Upload photos of the credit/debit card used for deposits at our casino (both sides, separately). We need to see the first 6 and the last 4 numbers of the card, the expiry date, and the name/number of the owner. You can obscure the middle number and CVV code."

For more details, please contact our customer service."

I have sent emails explaining everything and highlighted that they have all the documentation that my bank provides, which is more than sufficient, uploaded in the documents section of the website. But they continually respond with another generic message.

"To complete your withdrawal, upload photos of your bank card (both sides), used for deposit at our casino.

You can cover the middle part of the card number and the CVV code, we only need the first 6 digits and the last 4 digits visible. Make sure the card is full sized in the photos, with all 4 corners visible, not cropped.

In case you have a virtual card, upload a screenshot of the virtual card with the account owner's name, card number, and expiry date visible.

Please note that the required information must be visible in a single screenshot."

I have read many similar cases on this site where you have provided help and they were finally able to withdraw their winnings. I would really appreciate your assistance, as I really need that money, especially as it's my birthday and I would love to celebrate with this money.

Many thanks in advance.

Buenos dias, He estado jugando durante dos dias en este casino, realice la verificacion sin problema, el problema llega cuando gano la cantidad de 858€ siempre con mi dinero y nunca con bonos, quiero hacer una retirada, me la rechazan y me dicen que suba fotos de la tarjeta, les digo que es digital y me piden pantallazos de la banca online, les he subido todo tipo de documentos y pantallazos, certificado de titularidad de la cuenta, extracto de las compras en su casino, pantallazo del contrato de la tarjeta, fotos de la tarjeta dentro de la aplicacion Imaginbank, y me lo siguen rechazando, pese a haberme dicho eso cada vez que me lo rechazan me mandan el mismo mail generico.

" ?Hola Alejandro Ruiz Vicente!

Se ha cancelado tu solicitud de retirada de fondos.

Motivos de la negativa: "Cargue fotos de la tarjeta de crédito/tarjeta bancaria utilizada para los depósitos en nuestro casino (de ambos lados, por separado). Necesitamos ver los primeros 6 y los últimos 4 números de la tarjeta, la fecha de caducidad y el nombre/número del propietario. Puede ocultar el número del medio y el código CVV."

Para obtener más detalles, ponte en contacto con nuestro servicio de atención al cliente."

les he mandado correos explicandolo todo y diciendo que tienen toda la documentacion que mi banco facilita la cual es mas que suficiente subida al apartado documentos de la web y siempre contestan con otro mensaje generico.

"Para completar su retiro, cargue fotos de su tarjeta bancaria (de ambos lados), que utilizó para depositar en nuestro casino.

Puede cubrir la parte central del número de tarjeta y el código CVV, ya que solo necesitamos los primeros 6 dígitos y los últimos 4 dígitos visibles. Asegúrese de que la tarjeta sea de tama?o completo en las fotos, las 4 esquinas visibles, no recortadas.

En caso de que tenga una tarjeta virtual, cargue una captura de pantalla de la tarjeta virtual con el nombre del propietario de la cuenta, el número de tarjeta y la fecha de vencimiento visibles.

Tenga en cuenta que la información requerida debe ser visible en una sola captura de pantalla."

He leido muchos casos de gente parecidos en esta pagina a la cual habeis ayudado y al final han podido retirar sus ganacias, me gustaria que me ayudarais por favor, me haria mucha falta ese dinero, y encima es mi cumplea?os y me hubiera gustado celebrarlo con ese dinero.

Muchas gracias por adelantado.

Dear Itsruizv93,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning, they have processed everything but as I mentioned above they reject it due to verification, I have sent them all kinds of documents that they request but they continue to deny me, it gives me the impression that they do not want to pay, please help me.

Buenos dias, lo han procesado todo pero como te comento mas arriba lo rechazan por la verificacion, les he enviado todo tipo de documentos que piden pero siguen denegandomelo me da la impresion de que no quiern pagar, ayudarme por favor.

When I gave the reason I was wrong, it is not that it is a delay, it is a problem that they are giving me with the verification. THANK YOU

Al poner el motivo me he equivocado no es que sea un retraso, es un problema que me estan poniendo con la verificacion. GRACIAS

Dear Itsruizv93, 

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. 

Do I understand correctly that only your card has not yet been approved? You mentioned that you used a digital card. In the email from the casino there are instructions that if you used a digital/virtual card, you should upload a screenshot of the virtual card with the account owner's name, card number, and expiry date visible. Does your screenshot contain all the required information?

Dear Itsruizv93,

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.