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.

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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

I sent the document on your email.

I have not sent utility bill to them so far, because in the beginning they clearly stated that bank statement will do. Even on their website it says that bank statement is fine. Now some member of their chat support was telling me that I specifically need to send utility bill but I never got answer to why bank statement was not enough, or if something was wrong with documment I sent. I followed every instruction. You can also check the document I sent you on email and see yourself.

Thank you for your email.

The document you sent me appears to be a screenshot of a transaction receipt rather than a standard bank statement. Please note that bank statements are generally issued in PDF format and contain all transactions made within a selected period, such as a particular month.

Moreover, the header of a bank statement typically contains the account holder's personal information, including their full name and address. This is why bank statements are generally accepted as proof of address.

The document you provided does not contain any information about your address and therefore cannot be accepted for verification purposes.

• Do you have any alternative documents that you could provide that contain both your full name and address?

Dear Momus,

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,
Veronika
Casino.Guru