Coincasino.com - Player struggles with KYC document submission.

They ask for a KYC document, but uploading it to their website is difficult. I've asked for instructions several times, but they've given me vague answers.

I asked if I can send it by email but they don't answer me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide us with the following details:

• What specific KYC document are you being asked to provide?
• What difficulties are you facing when trying to upload the document to their website?
• Could you share the answers you received when asking for instructions?
• Have you uploaded any KYC documents to the casino?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi, I finally managed to upload a photo of the document.

for the documents they ask for an original PDF and not a scanned one but most of them

Some documents are physical or paper, so they can only be scanned.

Let's see if they can proceed with the identification with the photo

I'll keep you updated

Thank you

It seems the documentation has been accepted and should be OK now. The withdrawal requests that were blocked have not yet been released.

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

Dear Claudio73,

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