Corgibet Casino - Player's account verification is delayed.

Hello,

I have been trying to verify my account for over a month. The casino keeps requesting new documents and even asks for the same documents multiple times. I have submitted so many documents that the verification tab is now full, and I can't upload anything else. They asked me to provide a document for my cryptocurrency transfer. I already explained that MetaMask does not provide PDF statements, and I also informed your live chat support about this.

After that, Corgibet asked me to explain a specific crypto transaction, which I did. Two weeks later, you requested the same document again, even though I had already explained that it does not exist.

My account was verified for two days, and then the verification process started all over again with the same requests. This has become extremely frustrating, as I have fully cooperated and provided every document that is actually available.

I hope you can help me 🙂

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.

Dear Baumisbest,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your deposits seems to be the main issue?
• Which documents to verify your account have you provided so far? Have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hallo Kristina,

ich versuche mich seit über einem Monat beim Casino zu verifizieren. Mein Account wurde bereits mehrfach als verifiziert markiert. Sobald ich jedoch eine Auszahlung vornehmen möchte, fordert das Casino erneut eine Verifizierung.

Das Problem ist, dass der Verifizierungsbereich mittlerweile vollständig mit bereits hochgeladenen Unterlagen gefüllt ist. Daher muss ich die Dokumente zusätzlich per E-Mail einreichen, da der Live-Chat den Bereich nicht zurücksetzen bzw. leeren kann. Anschließend kläre ich die Angelegenheit per E-Mail, erhalte erneut die Bestätigung, dass mein Account verifiziert wurde, und sobald ich eine Auszahlung beantrage, beginnt der gesamte Verifizierungsprozess wieder von vorne.

Ich habe Ihnen hierzu eine Übersicht über den bisherigen Verifizierungsverlauf hochgeladen. Ich denke, es wäre sinnvoll, das Casino direkt in den Vorgang einzubeziehen, damit das Problem nachvollzogen und geklärt werden kann.

Heute Morgen habe ich erneut eine E-Mail erhalten, dass meine Lohnabrechnungen fehlen würden. Diese habe ich jedoch bereits dreimal eingereicht. Ich habe Ihnen die E-Mail von heute sowie die E-Mail vom 21.07. beigefügt, aus denen hervorgeht, dass jeweils dieselben Unterlagen erneut angefordert wurden.

Leider kann ich Ihnen nicht genau sagen, welche Unterlagen tatsächlich noch benötigt werden, da mir dies vom Casino nicht konkret mitgeteilt wird.

Eingereicht habe ich bereits folgende Dokumente:

Personalausweis

Selfie mit Personalausweis

Nachweis der Adresse

Einzahlungsnachweis der verwendeten Zahlungsmethode

E-Wallet-Auszug der letzten drei Monate

Gehaltsnachweise der letzten Monate

Kontoauszüge der letzten Monate

sowie zahlreiche weitere Unterlagen

Ich hoffe, dass Sie mir hierbei weiterhelfen können und der Vorgang endlich abgeschlossen werden kann.

Vielen Dank im Voraus.

Viele Grüße

Joel

Hallo Kristina,

das Casino hat meine Lohnabrechnung nun akzeptiert, fordert jetzt allerdings erneut einen Kontoauszug meiner Krypto-Wallet an. Diesen hatte ich bereits zuvor eingereicht, wie auch aus den beigefügten Screenshots hervorgeht.

Auf den Screenshots ist außerdem zu sehen, dass der entsprechende Bereich zuvor bereits als „verifiziert" bzw. abgeschlossen angezeigt wurde. Nun werden jedoch erneut Unterlagen angefordert.

Ich verstehe daher nicht ganz, weshalb die bereits eingereichten Unterlagen erneut verlangt werden.

Mit freundlichen Grüßen

Joel B***

Dear Baumisbest,

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, Lucia (lucia.s@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,

Kristina

Hello Baumisbest,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Corgibet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Baumisbest,

We are pleased to inform you that the documents you submitted have been successfully reviewed and approved. You may now proceed with initiating your withdrawal request through your account.

Please log in and navigate to the withdrawal section to select your preferred payment method and submit the request. Once submitted, your withdrawal will be reviewed and processed in accordance with the applicable processing procedures.

Should you require any assistance during the withdrawal process, please do not hesitate to contact us. We will be happy to help.

Kind regards,

Corgibet Casino

Sehr geehrter Corgibet Casino,

mein Account wird als nicht verifiziert angezeigt. Auszahlungen können leider immer noch nicht vorgenommen werden.

Mit freundlichen Grüßen

Dear Corgibet Casino Team,

I would appreciate it if you could take a moment to review the player's account to verify the availability of withdrawals. If there are any issues we should be aware of, please do let us know.

Dear Baumisbest,

Could you kindly inform me if there have been any changes to your casino account? It's possible that the current issue may be related to a delay in the casino system.

Thank you both for your attention to these matters.

Hello Lucia/Corgibet-Casino,

the account is not verified yet.

King regards

Hello Baumisbest,

Further to our previous communication regarding the approval of your submitted documents, we would like to provide you with an update concerning your withdrawal request.

We understand that you were previously unable to proceed with the withdrawal because your account was suspended. We are pleased to inform you that this issue has now been resolved, and you should be able to submit a withdrawal request through your account.

Please log in and navigate to the withdrawal section, then select your preferred payment method and enter the required details. Once you submit the request, it will be reviewed and processed in accordance with our standard procedures. Please allow the appropriate processing time for the review to be completed.

If you encounter any difficulties while submitting your withdrawal request, please contact us and provide any relevant details or screenshots so that we can investigate the matter further. If there is anything from our side when you make the withdrawal, we will be sure to share it with you!

Thank you for your patience and cooperation.

Kind regards,

Corgibet Casino

Hallo Lucia/Corgibet-Casino,

der Account ist nun verifiziert. Der Account war bereits mehrfach verifiziert und bei der Auszahlung musste ich ihn erneut verifizieren. Ich bitte Sie den Fall noch 1 Woche offen zu halten, ob das Problem erneut auftaucht.

Mit freundlichen Grüßen

Dear Baumisbest,

Thank you for the update. I kindly request that you proceed with the withdrawal and inform me once you have received your funds. I hope there will be no further issues.

Hallo Lucia,

das Auszahlungslimit liegt bei 750€. Die erste Auszahlung hat funktioniert, viele Dank. Falls es zu weiteren Problemen kommen sollte würde ich den Fall wieder öffnen.

Mit freundlichen Grüßen

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

Dear Baumisbest,

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,

Lucia