Bitguruz Casino - Player's withdrawal is delayed due to KYC verification.

So after depositing $150 into the site on a brand new account as I’ve never used their website I ended up losing it after gambling for a while. I decided to chase my losses and deposited $400 and ended up turning it into around $1100. I decided I’d cash out and submit a withdrawal request. I wagered over $2k and didn’t even use a sign up bonus or accept any bonuses at all. I played the dice game on their home page. After submitting the request I got a KYC verification email. I normally wouldn’t submit this complaint already but I decided to start reading some reviews after submitting my drivers license and I’m seeing that a lot of people are having issues with the KYC verification and after being verified if they still have the money then their account is closed. I thought I’d open this case to publicly state now that I have never created an account on BitGuruz, I’m of legal age to gamble, I met any wagering requirements, and all of my personal information is correct despite them not asking for much when registering. If possible I will keep you updated as I get responses from the KYC verification team and I can provide the photos and documents I send to them with you as well.

If they end up approving just my drivers license then awesome, either way I will keep you updated.

thanks

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 Lukas548,

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 be 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 the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

If there are any adverse developments regarding the status of your account or your balance, please contact us sooner.

Thank you in advance for your patience and understanding.

Best regards,

Tomas