AvoCasino - Player’s withdrawal is delayed due to verification issues.

im having issues with my verification . i keep submitting my proof of payment (official bank statement with deposit proof ) and the casino keeps rejecting it . i contacted support 5+ times via live chat and email. nothing was done to fix it .

i also am not able to uploads my proof of address on their website , its says ( file damaged ) , it is not damaged , even the support agent checked in chat and said it was fine. nothing about that was done to fix it.

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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Hello,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Has the casino informed you of any alternative method to submit the documents?

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,

Attila

Dear machairis, Dear CasinoGuru team,

Thank you for having us with you today. We would like to sincerely apologise to the user regarding this issue - there were technical issues with user's documents which are fixed now. User's account is now fully verified.

machairis, we hope that this will resolve the matter and our customer care specialist prepared small gift fot you as and apology for the situation - you were notified via email about. Thank you so much!

hey thank you , im just waiting on my first withdrawal

Dear machairis, Dear CasinoGuru team,

The withdrawal was successfully processed.

Dear AvoCasino Team, thank you for the update.

Dear machairis, could you please confirm whether you have received the payment?

Thank you in advance for your reply.

yes i got my first withdrawal, thank you

Thank you for your response.

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Attila