The player from Italy faced difficulties with account verification at the casino Koru after using a virtual prepaid card for deposits. The casino demanded a bank statement that included his name and prepaid card number, which his bank did not provide for privacy reasons. Despite submitting over 30 documents, the casino continued to request different proofs. The issue was marked as resolved after the player confirmed satisfaction with the resolution provided by the Complaints Team.
Koru Casino - Player is struggling with verification requirements.
Resolved
Our verdict
Case closed
Amount: €700
Koru Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
Hi, I'm asking for your assistance because this casino is really going too far right now!! 😡😡😡 I deposited at this online casino Koru and then attached all the documents for verification!!! To deposit, I used a virtual prepaid card, not a physical/paper one, from Banca HYPE (you can also check online that this bank issues a statement once a year). The casino staff is asking me that to verify my proof of deposit, they need a bank statement where my name, surname, and prepaid card numbers are visible. I contacted my bank via chat and they informed me that they don't provide bank statements upon request but send them to the customer annually (the current year hasn't ended yet). They then emphasized that they don't display the card number on the statement (for security and privacy reasons)! I've attached over 30 documents with proof of deposit, and they keep coming up with a different excuse! 😡😡😡!!! I kindly ask for your assistance. Thanks in advance.
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4 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Ragmn82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please be aware that online casinos frequently require proof of deposit, both for verification purposes and to comply with Anti-Money Laundering (AML) regulations. Failure to provide such proof may raise concerns for the casino.
- Are you able to access your internet banking and download the statement from there?
- Could you maybe take a picture or a screenshot of your deposit history from your internet banking?
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,
Katarina
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4 months ago
TranslationGood morning, I wanted to update my complaint last night, but it was still awaiting review and I couldn't change it. Anyway, I spent hours chatting with various operators yesterday. I even got one in particular who claimed that my bank and I had modified a bank document. This is DEFAMATION: my bank had sent me a PDF document certifying ownership of my card used for deposits. When I attached this bank document, the operator in chat did yet another check and claimed that my bank had sent me a modified document!!!! UNBELIEVABLE😡😡😡 Then, after a couple of hours, I contacted the chat again and got a really kind and professional operator who, with the same documents I had uploaded to my profile, which the other operator had previously rejected for the reason I explained above☝🏻, after 10 minutes of waiting in chat, finally accepted my bank document and correctly verified my profile. This tells me that at these online casinos, it depends on who you end up in the chat, and you have to be lucky. So last night I requested a withdrawal of €1100, and this morning it was accepted. Now I'm waiting for the money to arrive in my bank account.
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4 months ago
TranslationI can confirm that I received my winnings in my bank account an hour ago 🎉. All's well that ends well.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ragmn82,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
