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.

Stay safe.

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

hello , no im having the same issue again , they rejected my last withdrawal and sent me an email asking for the same documents once again even though it was previously accepted and they were processing my withdrawal until now.

i attached the email below

they are claiming this is "additional" documents but in reality they are asking for the EXACT same documents when i first opened this case. i kept submitting my proof of payment and my proof of address and it wasn't working and now they are asking for the same thing when i already submitted it .

Hello machairis,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Martina (martina.b@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,

Attila

Dear machairis,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AvoCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear CasinoGuru team,

Thank you for having us here. Please note that previously documents were checked only manually - however for anti-fraud and security reasons we need user to pass automated verification by KYCaid. All uploaded documents (so far) to verify payment and address were declined by KYCaid. The user must upload either a card which contains a name on it or a bank statement with the full name and card number.

your explanation makes no sense. i uploaded the documents multiple times and your system kept refusing it. and after you manual checked everything and verified me , you started paying out my win and now mid way through you ask for those same documents that were previously verified ??

here is your own quote in this very thread : "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"

Dear machairis,

I understand that this situation is frustrating. Nevertheless, I would encourage you to submit the requested documents once again, as this is likely the quickest way to move the verification process forward.

Please let me know once you have done so.

Thank you very much in advance.

i did and the same thing happened as last time when i originally opened this case . same error

Dear AvoCasino Team,

We would appreciate it if you could kindly confirm whether the documents newly submitted are sufficient to complete the machairis´s verification process.

Please let us know at your earliest convenience.

Dear Casinoguru team, as for now client did not upload necessary document to finalize KYC. We kindly ask the user to upload proof of payment method which will contain both full name and card number. As we implented automated KYCaid system - it should be done via profile. Thanks!

as you can see i uploaded my bank statement so many times and its still rejected . mind you , i deposiited via interac etransfer

Please note that document should have card number and name on it. Uploaded documents did not contain required information. Thanks!

bank statement dont come with card number

i did it with interac etranfer not visa transaction . if you want i can submit a picture of my debit card too. let me know

Thank you for your response! Please upload in your profile photo of card (it should contain your name on it) or any bank confirmation which will have both card number and your name. Thanks!

alright i uploaded it thank you

Dear AvoCasino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the machairis´s verification process.

Please let us know at your earliest convenience.

Dear machairis6@gmail.com,

thank you for uploaded document - it has been approved. However, you still need to upload address confirmation - it can be any utility bill on your name with date of issue within last 3 months. Thanks!

just like i expressed about 2-3 months ago when i first open this case . im not able to upload my proof of address on your website. theres some sort of technical issue. ive emailed your support team about this issue with my proof of address atached in the email about 3-4 times now. and you are still asking for them same thing again

Dear AvoCasino,

Can you please assist the player? Thank you very much in advance

Dear machairis,

Please note that there are no technical issues with KYCaid system in order to verify documents. Please check that your document has correct format and size, include your name and address. We require all documents to be checked by automated verification system and we do not check them manually. Thanks!

Dear machairis,

As it stated in the message the issue was fixed by the date of the message on your screenshot. Please upload the document in the profile - in case you still can't do that please send the screenshot of actual error on support@avocasino.com. Thanks!

i uploaded it now .

so just to make sure to understand what you are saying . my account was fully verified as stated by you in that screenshot. but now i have to reverify again for some reason ?

Hello machairis,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear machairis,

Please note that since you now uploaded the document your account is verified.

Thank you AvoCasino for the good news!

Dear machairis,

please let me know once you request a withdrawal. Once you receive your money (if you have not already), please let me know or simply press the RESOLVE button.

Thank you so much in advance