The player from the Dominican Republic faced issues with the verification and withdrawal process after having previously completed the KYC process. Despite fulfilling multiple requirements, including verifying his cryptocurrency wallet and providing additional documents, he was informed that the verification might take up to 31 days, which he found excessive. The account had been fully verified before the withdrawal request, but after requesting withdrawal, the account was blocked for an extended security review without clear explanation. The player’s activity had been limited to sports betting, which led the casino to conduct an internal review of gameplay rather than identity verification. We informed the player that, as the issue related exclusively to sports betting, our Complaint Resolution Center was unable to assist further with this matter.
Fugu Casino - Player's withdrawal is delayed due to verification issues.
Other
Amount: $351
Fugu Casino
Safety Index:HighCase summary
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.
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 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
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.
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.
TranslationThank you for your response.
Regarding the verification process, I would like to clarify the following:
Yes, I have already provided all the documents requested by the casino. This includes identity verification (ID card), as well as additional requirements such as a selfie holding the document and a video holding my passport.
All the requested information was sent correctly and in its entirety.
My account had already been verified before I requested the withdrawal. In fact, I received confirmation that my account was fully verified and that I could make withdrawals without any problems.
However, after requesting the withdrawal, my account was suddenly blocked and placed under security review.
To date, I have not been informed that any documents have been rejected, nor have I received any clear explanation regarding any issues with my verification. The casino has also not indicated that any documents are missing or that there are any errors in them.
The only thing I have been told is that the review process can take up to 31 days, without giving any further details or additional justification.
From my point of view, the problem only started after requesting the withdrawal, not during the initial verification process.
Hi Zer0k,
Based on what you’ve described, it appears that the process shifted from standard KYC to a more in-depth review, which can sometimes happen. However, I agree that the lack of clear communication from the casino is not ideal.
Before we proceed further, I would like to clarify one additional point that may be relevant:
- Could you please let me know which games you were playing prior to requesting the withdrawal?
I’m asking because such extended "security checks" are often related not only to verification procedures but also to a review of gameplay activity.
Thank you in advance.
TranslationThank you for your response.
Regarding your question, my activity at the casino was limited exclusively to sports betting. I did not participate in casino games such as roulette, slots, or other similar games.
All my bets were placed normally, using the platform's standard functions, and in accordance with the established terms and conditions.
I have not used any irregular strategy nor have I carried out any activity that I consider out of the ordinary.
For this reason, I do not believe that my gambling activity justifies a prolonged security review or a delay in processing my withdrawal.
I remain attentive to any additional information you may need.
Thank you.
Dear Zer0k,
Thank you very much for all the information you have provided.
After carefully reviewing your case, I would like to clarify the situation.
Based on your description, your account had already been successfully verified (KYC), and only after requesting the withdrawal the casino initiated an extended review. In such cases, this typically indicates that the casino is no longer focusing on identity verification, but rather conducting an internal review of gameplay and betting activity.
At the same time, I would like to inform you that our Complaint Resolution Center does not handle cases related exclusively to sports betting. As your activity was limited to sports betting, we are unfortunately unable to assist you further with this matter.
I understand that this may not be the outcome you were hoping for, and I’m sorry we couldn’t be of more help in this case.
If you wish to pursue this further, you may consider contacting platforms that specialize in sports betting disputes.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
