The player from Bulgaria was unable to upload the required documents for account verification, which led to a delay in processing his withdrawal of 120 euros. He faced conflicting instructions from the casino and disputed the claims about the quality of his submitted documents. We asked him for screenshots and details about which documents were sent and approved, but he did not reply to our questions or reminders. As a result, the complaint was closed for now because we could not continue the investigation without his cooperation.
Fiery Play Casino - Player is unable to verify his account.
Closed
Our verdict
Player stopped responding
Amount: €120
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, my problem is that I can't upload the documents to their website and I can't pass the verification. First they told me to send them to their email, then they told me that it only works on the website and it doesn't work there. They have to pay me the amount of 120 euros. I sent them the documents they wanted and they told me that the photos weren't good and so on. This is not true.
Automatic translation:
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a screenshot of the error you see when you try uploading your personal documents directly into your casino account?
- Which documents have you sent to the casino for the verification of your account?
- Have any of your documents been reviewed and approved by the relevant department yet?
- Which of your documents are still pending verification in your account?
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
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1 month ago
Dear cristiyanofamosso,
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.
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1 month ago
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
