Golisimo Casino - Player's account verification is delayed.

Me dirijo a ustedes para expresar mi malestar por la demora en la verificación de mi cuenta.

Hace ya más de 10 días que envié toda la documentación requerida y se me informó que el proceso de verificación se completaría dentro de ese plazo. Sin embargo, a día de hoy sigo sin recibir una resolución ni una fecha concreta de finalización.

He contactado en varias ocasiones tanto a través del chat como por correo electrónico, pero la respuesta siempre es la misma: que están revisando el caso. Esta situación me da la sensación de que únicamente se me están dando largas, sin ofrecer información clara sobre el estado real de la verificación ni sobre cuándo se resolverá.

Solicito que se revise mi caso con carácter prioritario y que se me facilite una respuesta concreta sobre el estado de mi cuenta y el plazo estimado para completar la verificación.

Quedo a la espera de una solución lo antes posible.

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

Hola, envié el documento meidante su apartado web de verificación. Se trata de el DNI. Lo envié el 9 de Junio y me dijeron inicialmente que como máximo esperase 10 días.

Cuando me pongo en contacto con ellos mediante email o chat en vivo siempre recibo la misma respuesta automatizada. Dicen que lo tienen en cuenta y que muy pronto estará verificado. Nunca llega esa verificación.

Gracias,

Thank you for your response. Have you received any communication indicating the status of your latest document submission? Is the national identity card the only document you have submitted so far?

I look forward to your reply.

Hola! No he recibido ninguna actualización. Y si, por el momento solo me han pedido el DNI…

Thank you for your reply. Do you have any updates for us in relation to the verification?

Additionally, could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Buenas noches,

No tengo novedades y no puedo entrar en mi cuenta. Te he enviado un mail con más detalles.

Gracias

Hello Apenson,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Buenos días,

Sigo esperando una respuesta de vuestro lado.

Muchas gracias de antemano.

Saludos cordiales,

Thank you very much for forwarding the communication between you and customer support. I would greatly appreciate it if you could also provide the document you submitted. Additionally, I would like to clarify whether I understand correctly that you no longer have access to your account. I look forward to your response.

Buenos días Attila,

Te he enviado un mail adjuntando el documento que envié.

Y si, no puedo acceder a mi cuenta.

Muchas gracias,

Buenas tardes, actualizo mi caso:

Me han dicho que mi cuenta se ha cerrado y que el dinero no me lo van a dar cuando anteriormente (hoy mismo también) mediante email me han dicho que mis fondos se habían transferido exitosamente a mi cuenta bancaria y que esperase 3-5 días.

No entiendo porque primero me dicen una cosa y luego otra. Pero definitivamente me han comunicado que ese dinero no va a ser transferido a mi cuenta.

No se que más puedo hacer. Golisimo es una estafa con todas las letras.

Gracias de nuevo,

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, Mirka (miroslava.d@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,

Attila

Dear Apenson,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Golisimo Casino representative to join this conversation.

Dear Golisimo Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.