the casino doesn't ask for documents it's just been several months that it says it doesn't want to pay me for security reasons, I don't know what to do...

il casino non richiede documenti semplicemente sono diversi mesi che dice che non vuole pagarmi per motivi di sicurezza, non so che fare...

Dear pasqualeoliverioslot,

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 you haven't been advised to provide any personal documents to complete the verification?

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

besides the identity document they didn't ask me for anything, despite this they don't want to pay me and they don't tell me anything

oltre al documento di identità non mi hanno chiesto nulla, nonostante cio non vogliono pagarmi e non mi dicono nulla

Dear pasqualeoliverioslot,

Is there any relevant communication that you could forward to [email protected] before we'll proceed to contact the casino directly?

I have no email communications from the casino other than some promotion unrelated to the issue

non ho comunicazioni via email dal casino se non qualche promozione non inerente al problema

So to sum it up, you sent your ID but haven't been asked to provide any other personal documents to complete the verification, is that correct? Could you please advise how long ago you requested your withdrawal? Please understand we will need some supporting evidence or relevant communication that would shed some more light on this issue. Thank you in advance.

since February my account has been suspended and in the chat they tell me that I have to wait for the appropriate checks of who knows what, what proof can I provide? you are not in contact with the casino?

da febbraio il mio conto è sospeso e in chat mi dicono che devo aspettare le opportune verifiche di non si sa bene cosa, che prove vi posso fornire? voi non siete in contatto col casino?

Thank you very much, pasqualeoliverioslot, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello pasqualeoliverioslot,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Bwin Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pasqualeoliverioslot,

I'm trying to get in touch with the casino's representatives. Therefore, I will extend the timer by another 7 days to see what can be achieved.

Thank you for understanding and your patience.

Kind regards,

Tomas

absurd 5 months they do this, do I have to report them to get my money back?

assurdo 5 mesi che fanno cosi , devo denunciarli per riavere i miei soldi?

Dear pasqualeoliverioslot,

I'm already in touch with the casino representative and waiting for their response. I will let you know about the progress of the investigation.

Thank you for your patience.

Kind regards,

Tomas

It's been more than a month now, I feel a bit teased.....

the 6 months of suspension for unclear checks of the casino have also almost passed

ormai è passato piu di un mese, mi sento un po preso in giro.....

sono anche quasi passati i 6 mesi di sospensione per verifiche non ben chiare del casino

Dear pasqualeoliverioslot,

Apologies for the delay, but we are making every effort to assist you with your issue. We have some insights into the reason behind the delay in communication with the casino, so we are confident that progress can be made next week.

I'm now extending the timer for the last 7 days, as I believe I will hear from them soon.

I sincerely appreciate your patience throughout this process.

Best regards,

Tomas

okay thanks a lot casino guru i appreciate your work and help

va bene grazie mille casino guru apprezzo il vostro lavoro e il vostro aiuto

Dear pasqualeoliverioslot,

I have tried to contact the casino repeatedly but received no updates regarding the case. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Agenzia delle Dogane e dei Monopoli Gaming Authority itself (https://www.adm.gov.it/portale/contatti or [email protected]).

Please let me know how the ADR responded ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas