The player from Germany faces issues with account verification that has been pending for over three weeks, despite uploading his ID, a selfie, and a face scan. He cannot see which additional documents are required, nor can he request withdrawals due to the verification status. Attempts to get help via live chat have been unhelpful.
Roostino Casino - Player’s account verification is delayed.
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Current status
Waiting for Casino Guru to reply
2d 5h 8m 54s
Roostino Casino
Safety Index:Below averageCase summary
Discussion
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6 days ago
Translation
Hi, my account verification has been going on for over three weeks and there are no updates on its status. I've already uploaded my ID, a selfie, and a face scan. I can only see that documents are supposedly required, but not which ones, and I can't upload any because nothing is displayed. I also can't request withdrawals because it says I need to verify my account. I contacted live chat but received no help whatsoever and unfortunately, I'm stuck. Could you please help me resolve this?
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Public
Public
5 days 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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Public
5 days 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.
- Was there previously a possibility in your account to submit an ID, selfie, and face scan? If so, when did you notice that your uploaded files had disappeared?
- Have you tried contacting customer support via email regarding these verification requests?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus?
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
