AuraKasino Casino - Player’s winnings haven’t been received yet.

I have requested a withdrawal of funds on 27.8., the requested documents for account verification were submitted on 28.8. One more document was requested on 29.8. All documents were submitted on 31.8. and the casino has confirmed that they received the documents on 31.8. and they have been forwarded for review. I have asked for a schedule for the account verification process twice since then. I always get a response that the process is in progress, but no estimate of the duration of the process. It has now been 9 days since the documents were sent and the receipt was acknowledged.

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.

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Dear elsamummo,

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

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 can 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 let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Hi, as mentioned earlier, all required documents were submitted by email on August 31st and at that time I received confirmation by email that nothing else was needed. Documents submitted: Bank statements for the previous two months, photo of ID (front and back of driver's license), proof of address (real estate security invoice), and proof of payment from your bank account to the casino. All discussions about customer service and account verification have been done by email. I have not played with bonuses, but with real money.

I have repeatedly asked about the status of the process and I always get a similar copy-paste response that the documents have been sent to the verification team.

I received one email addressed to the wrong person "Hi jamie!", even though my name is something else than Jamie.

9.9. They promised to contact the KYC team and inquire about the schedule estimate, but I still haven't received a response to that either.

So the withdrawal request was made on 27.8. The request for documents came on 28.8. The documents were submitted on the same day, but the first invoice as proof of address was not valid (credit card invoice) and it was asked to be submitted again on 29.8.. The proof of address (tax invoice) was submitted on 31.8. And at that time I received a response that all the documents are ok and we will wait for the KYC team to review the documents. So it has now been more than two weeks since the withdrawal request.

What's also a bit strange here is that at the same time the bank I used (Nordea) has been removed from the deposit method I used (bank transfer). The deposit method is still in use and all other Finnish banks can be found there. This happened on September 5th and the deposit method has not come back since.

Thank you very much for your reply, elsamummo.

For an independent review, could you please forward the same documents you sent to the casino to jean.s@casino.guru? Please include all relevant correspondence between you and the casino. If it’s more convenient, you may also post screenshots here. If you email me, please also notify me in the complaint thread.

I understand this may take time, so I appreciate your assistance.

Hi, After repeated inquiries, I received a response from the casino on Friday, September 18th:

I have never received similar feedback from any other casino before and I have no idea what it is. On the same devices (mobile phone and laptop, I have always played, also at other casinos) I asked the casino for evidence of their claims on Friday 18.9.. After this I have not received any response and now my account has been closed and this is the end of the matter from their side. What on earth do I do next. So I never even received confirmation for the KYC process. It would be nice to know if the same policy applies to all players and how can such VPN, BOT etc. be recognized?

Thank you for the update. I understand that the situation has now developed beyond the initial KYC delay, particularly since your account has been closed and the casino appears to have raised concerns regarding your activity.

To better understand what happened, could you please clarify the following:

• Have you ever used a VPN, proxy, remote-access software while accessing or playing at this casino? If yes, please explain when and why you used it.
• If you did use a VPN, did it provide you with any particular benefit when accessing the casino, such as accessing games, bonuses, payment methods, or other features that would otherwise have been unavailable to you?
• Please share screenshots of all relevant communication with the casino regarding your KYC verification.

This information will help us better understand the casino's decision and determine how to proceed with the complaint.

Thank you for your cooperation.

I have sent you an email.

Dear elsamummo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite AuraKasino Casino representative to join this conversation.

Dear AuraKasino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 elsamummo,

The casino has not responded to my requests, so I cannot take the mediation further or independently assess its reasons for withholding your winnings.

I will mark your complaint as unresolved in our system. This will negatively affect the casino’s Safety Index on our website. I understand that this is not the outcome you were hoping for.

However, the decrease in the rating may encourage the casino to change its approach in the future. If the casino responds with relevant information or a proposed solution, I will reassess the case and reopen your complaint if there is a reasonable basis to continue.

You may contact the Kahnawà Gaming Commission at complaints@gamingcommission.ca to ask whether it can review your dispute. Send a brief summary, the amount claimed and the relevant correspondence. If you have already submitted a complaint, follow up on that submission.

If you need help submitting your complaint, please contact me at barbora.p@casino.guru.

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

Best regards,

Barbora

We’ve reopened this complaint at the request of AuraKasino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.