The player from the Dominican Republic is facing issues with the verification and withdrawal process after previously completing the KYC process. Despite fulfilling multiple requirements, including verifying his cryptocurrency wallet and providing additional documents, he is now informed that the verification may take up to 31 days, which he finds excessive.
Fugu Casino - Player's withdrawal is delayed due to verification issues.
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Fugu Casino
Safety Index:HighCase summary
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2 weeks ago
Translation
Dear GURU team,
I am writing to you to file a formal complaint regarding the verification and withdrawal process on my account.
I have fulfilled all the requirements requested at each stage of the process.
Below I detail chronologically what happened:
I completed the initial verification of my account (KYC), after which I was informed that I could proceed with the withdrawal.
I made the first withdrawal request, which was returned to verify my cryptocurrency wallet address.
I proceeded to verify the wallet address as requested. Afterwards, I received confirmation that everything was correct.
I submitted the withdrawal request again, which was rejected again.
This time, I was asked to send a photograph of myself holding a blank sheet of paper with:
My full name
The date
Hour
My identity document
Document that I provided correctly.
Subsequently, I was asked for a video where I appear next to my passport, which was also sent in compliance with all the requirements.
After fulfilling all these additional requests, I am now informed that the verification process may take up to 31 days, which I consider excessive, especially given that I had already been previously verified and authorized to withdraw.
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1 week 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 week ago
Dear Zer0k,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.
From your description, it seems that you have already completed multiple verification steps, yet your withdrawal continues to be delayed with additional requirements, which I understand can be frustrating.
To better understand the situation and proceed with the investigation, I would like to kindly ask you to clarify a few important points:
- When exactly did you submit your first withdrawal request, and when was the most recent one?
- Has your withdrawal ever been marked as approved or processed, or always rejected?
- Could you please provide screenshots or emails confirming that you were told verification may take up to 31 days?
- Are you currently able to log into your account and access your balance, or is there any restriction?
If you have any supporting evidence (emails, chat transcripts, screenshots of rejected withdrawals or verification confirmations), you can upload them here or forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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1 week ago
TranslationWhen exactly did you submit your first withdrawal request and when was the most recent one?
The first one was on 2/4/2026, that same day after they cancelled it and I sent what they asked for, I requested another one and they cancelled it and came back and asked for more documents, I sent them and the next day 3/4/2026 I requested the most recent one.
Has your withdrawal request ever been marked as approved or processed, or has it always been rejected?
Always rejected followed by a request for documents.
Could you provide us with screenshots or emails confirming that you were informed that verification could take up to 31 days?
Of course.
Can you currently log in to your account and access your balance, or are there any restrictions?
I can log in normally.
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5 days ago
Hi Zer0k,
At this point, I would like to focus specifically on the verification process, as this seems to be the main reason for the repeated rejections.
Could you please clarify the following:
- Have you now submitted all the documents requested by the casino (ID, selfie with paper, video with passport, wallet verification, etc.)?
- Were these documents approved by the casino, or are they still under review?
- Did the casino inform you that any of the documents were not accepted? If yes, what was the exact reason?
Thank you.
