The player from Germany faces difficulties withdrawing winnings due to verification issues. After submitting his ID card and having the selfie rejected, his account gets blocked and then reactivated, but he is still asked for proof of deposits despite only depositing €66 via crypto with no identifiable details. Casino support offers no help, leaving his account blocked and unverified.
SlotsDJ Casino - Player’s account is blocked.
Opened
Current status
Waiting for Casino Guru to reply
4d 10h 51m 35s
SlotsDJ Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
1 week ago
Translation
I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.
My escalation ticket ID there is: LINCUK
Automatic translation:
Public
Public
1 week 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.
Public
Public
1 week 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 selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
- What types of games did you play at this casino?
- 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
Sensitive attachment
Sensitive attachment
1 week ago
TranslationI achieved these winnings without using a bonus. The photos show all the games I played and how much I won in each game (highest win). I sent you the selfie via email.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
Translation4 Pots Riches: Hold
The Hand of Midas
Sunstone Stitches
Coin be: Hold the
and many more
Edited
Automatic translation:
Public
Public
2 days ago
Thank you for your reply and for providing the selfie.
Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.
Could you please send me a clear photo of your ID as well?
Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
