The player from Finland encountered an issue with the casino not accepting his cracked driver's license, despite it being valid. After sending a picture of an intact version, the casino still required an additional form of ID, which he did not have. We asked for clarification and supporting documents, but he did not respond to our requests or reminder. As a result, we were unable to investigate the KYC dispute further, and the complaint was closed due to lack of response.
Hype.Bet Casino - Player's ID verification is delayed.
Closed
Our verdict
Player stopped responding
Amount: €140
Hype.Bet Casino
Safety Index 8.5 HighCase summary
Discussion
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3 weeks ago
Translation
They won't accept my driver's license when it's cracked but it's clearly valid. Then when I sent a picture of my intact driver's license, it suddenly won't work. They want me to show some other form of ID. I don't have one and it's been fine at all casinos so far. Cracked or intact.
Automatic translation:
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3 weeks 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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3 weeks 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 forward me the photographs of your driver's license that you submitted to the casino, along with the casino's reasons for rejecting the document? My email address is veronika.f@casino.guru.
- Is all the information on your driver's license clearly visible and readable despite the damage to the document?
- Have you submitted any other documents to this casino for account verification? If so, have any of them been reviewed and approved?
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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2 weeks ago
Dear jjuuuzo,
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 week 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
