CasinoAndYou - Player's account verification is delayed.

Hi, after signing up I deposited, but after a day while playing various games everything is blocked. I ask for explanations in chat and they tell me it's because they decided to verify my account. OK, I say no problem, ask what I should do and they tell me I have to send my document with the email address I registered with. OK, no problem. I enter everything in the email and send it. Here the ordeal begins, they start saying that my email hasn't arrived and that I have to change my email address and use Gmail, I use my Gmail and they tell me the email isn't arriving, so I create another email, always with Gmail, on their advice and that doesn't arrive either. I send another email with the document using libero.it and when I open the chat they tell me that nothing arrives and that they don't have time. I ask if you can please intervene and if you want I can pass my documents to you (I have no problem) if you can present them for me since all my emails aren't arriving, according to them. For two days, after I've sent at least ten emails with documents, they say they haven't arrived. Otherwise, please tell me how you contact them so I can contact them the same way. It seems incredible to me that using Yahoo, Gmail, and Libero, none of these messages arrive from them. I'm attaching the emails I sent. These are three from different domains, but there must have been about fifteen emails. Thank you, I await your kind reply.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you are experiencing. In order to better understand your situation, could you please provide answers to the following questions:

• Have any of your emails reached the casino customer support?
• Have you communicated with the casino customer support via email before?
• Could you please forward me the conversation between you and the chat support regarding the problem with your emails at [email protected]?
• Have you received any error notifications about your messages not being delivered to the recipient?
• Have you checked if you use the correct casino email address?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Did any of your emails reach the casino's customer service? -- I don't know, they say no. --

Have you already communicated with the casino customer support via email?---I sent the emails for verification but they say they are not receiving them---Could you forward me the conversation between you and the chat support regarding the problem with your emails to ?--- There are many different chats, basically I ask if they can hear from their colleagues if my emails have arrived and after a really long wait they tell me that nothing has arrived, and if I want to verify the account I have to send an email, but does this seem normal to you?-----

Have you received error notifications about your messages not being delivered to the recipient? ---NO----

Did you check that you used the correct casino email address? ---- Yes, many times. I'll add that I took screenshots and presented them in chat and they checked them too. I asked if they could send me an email so I could reply and attach my documents, they said it wasn't possible, but does that seem normal to you? ---- If you want, I can send you some chats I had with them, but it's always the same things they say. They put me on hold and after an interminable time they say they haven't received it, THEN THEY SAY THEY DON'T HAVE TIME, then they say to use other email addresses and then when I reopen the chat it all starts again and repeats itself, look, it's crazy...

Hi, if I may I would like to update you, I have contacted the chat of the casino in question again, which again told me that the emails from they don't receive them and invited me again to create another gmail in addition to the one I had previously created for them, to contact them at their address At this point I contacted them again and pointed out that I created my new Gmail address to be able to submit what they requested. Yesterday, 07/31/2025, I contacted them again to find out if they received the email with the new address and they told me that I have to send an email to the address I need to ask to update my email address from to I created a new address to communicate with them. This morning, August 1, 2025, I opened their chat again to see if they could update me somehow, and they told me that what I did previously wasn't helpful and I should take a selfie and send it to their address. SORRY, BUT I DON'T KNOW WHAT TO THINK ANYMORE, ARE YOU?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vince,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika