Coincasino.pro - Player's account is closed due to verification issues.

A few days ago, I opened an account with Coincasino and deposited a total of approximately €1,000 via USDT and TRX.

After some gameplay, my account balance was around €2,200. I first withdrew €600 via TRX, which arrived in my wallet shortly afterwards. I then requested a second withdrawal of €1,600, again via TRX.

At that point, my account was suspended and I was asked to verify my identity. I promptly sent the support team a copy of my ID along with a selfie holding the ID.

I was then sent a verification link, which I have now completed three times. Each time, I received a confirmation that the verification was successful — only to receive an email from support shortly afterwards stating that the verification had failed.

I repeated the process using three different phones (my personal phone, my work phone, and my partner's phone). Every single time, the result was the same: an initial success message, followed by a rejection from Coincasino.

I have used the same documents to open several bank accounts without any issues whatsoever.

At this point, I am no longer receiving any response from support, and the withdrawal continues to be denied.

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 problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila