Caswino Casino - Player's withdrawal is delayed due to KYC issues.

Hello.

I have made deposit with bonus. Succesfully wagered the bonus. And made withdrawal request. And the hell started. They asked for a lot of documents. I have uploaded photo of my passport, selfie with passport, proof of address, and selfie with info section of their casino. Now they ask for proof of number. But there is a little problem. I got this number when i was 10 years old, so my dad bought it for me, and of course this number belongs to my dad, i mean documentally it belongs to him, but actually it belongs to me, and only i use it. You can easily check it by putting this numbet into Telegram for example and you can see my face and you compare to provided KYC. Moreover i have provided screenshots that this number belong to my dad, which has the same surname. But they say that they can not accept it. I think they just do not want withdraw my money.

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 negative experience with Caswino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Were the other documents you submitted accepted and approved?
• Do I understand your number is on the contract under your father's name? Are there any documents confirming you've been paying for the phone bill by chance?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear volarlord

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, Michal (michal.k@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,

Tomas

Hello volarlord,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Caswino Casino to join the conversation.

Dear Caswino Casino,

I acknowledge that all players must provide accurate and truthful information in their accounts and that they are expected to demonstrate their connection to their residence address, payment method, phone number, email address, and so forth. However, if the issue at hand is solely related to a phone number that, as the player has indicated, was initially purchased or registered under a different family member, yet the actual user of that number is indeed this player, then this is deemed by us not a legitimate reason to withhold the player's winnings, provided they can confirm their identity and that the winnings have been earned legitimately.

At this stage, I kindly ask you to offer steps on how this can be clarified by the player, but please take into consideration that the player is most likely unable to provide any further evidence of relation to that specific phone number other than what she already did. I kindly request your reconsideration of this situation.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

We have forwarded all relevant information regarding this case to the CasinoGuru representatives for their review.

Dear Caswino Casino,

Thank you for your email. I have replied with some further inquiries and am looking forward to your response.

Dear volarlord,

Please confirm whether any of your family, friends or people you might know hold an account with Caswino Casino? If that's the case, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

Dear volarlord,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, maybe my ex-boyfriend, he also played casino when we lived together.

But this is the only account i have

Access to the account has been fully restricted.

In the nearest future, an invitation for video verification will be sent to the email address registered on the account. Several available time slots will be offered to ensure the client’s convenience.

Further steps will be taken upon completion of the verification process.

Sure, but prepare Russian speaking employee.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Access to the account has been fully restricted.

In the nearest future, an invitation for video verification will be sent to the email address registered on the account. Several available time slots will be offered to ensure the client’s convenience.

Further steps will be taken upon completion of the verification process.

Dear volarlord,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru