Coincasino.com - Player faces withdrawal issues and verification confusion.

I've registered on Coincasiono, and reposited around 270 USDT.

while depositing no verification was asked.

I won around 2000 USDT. I verified my ID. And when it comes to address verification I sent them perfectly fine bank statement (which they told me in chat and also on website that is acceptable document)

After that in 24 hours my bank statement was rejected (without giving me any reason) Even tho I asked their representative trough email and chat what was the reason of rejection , I never got specific reason.

Now they are asking for utility bill saying that they do not accept bank statements. but on their website it clearly says they do. so all of that is looking shady already.

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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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Could you please forward me the bank statement that you sent to the casino for the verification of your account? My email address is veronika.f@casino.guru.
2. Have you provided the utility bill to the casino as requested?
3. Have you been requested to provide any other additional documents for the verification of your account?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika