Beef Casino - Player’s withdrawal has been delayed.

I made a deposit, placed one bet, won 100 euros, canceled the withdrawal and told me to go through verification. I did, made another withdrawal an hour later, they said I needed additional documents for verification. They told me to provide a bunch of selfies and, most importantly, a birth certificate. The bookmaker can't request a birth certificate because identity is confirmed by other documents. I said return the deposit and take the money I won, they said go through verification, so it's a scam casino.

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.

Dear robertodeda,

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?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Can't a casino require a birth certificate?

2. This is what I'm asking them. These are all the documents you need for verification. Tell me right away the documents that need to be sent. They say we don't know.

3 I request a call from their website, they don't call.

What should I do? I said I don't have a birth certificate. Solve the problem. They say don't send it once, then send it again. It's a scam.

How do you get verified if they're asking for documents that 99% of people don't have?

Dear robertodeda,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

They have deleted all chat history, there are no replies to the email, we didn't communicate there

Hello robertodeda,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear robertodeda,

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, Samuel ([email protected]). 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,

Katarina