The player from Germany faced a delay of over 5 days in verifying his account, despite uploading the required documents multiple times. His account remains not fully verified, preventing him from withdrawing his winnings.
V.Vegas Casino - Player's account verification is delayed.
Opened
Current status
Waiting for player to reply
6d 15h 25m 30s
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
2 days ago
Translation
The casino took over 5 days to verify my damn account. I uploaded everything they required multiple times until it was accepted, but my account still wasn't activated/100% verified so I can withdraw my money!
HANDS OFF !
Automatic translation:
Public
Public
8 hours 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
8 hours ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Has the casino requested any additional documents recently, and if so, which ones?
- Are there any documents in your account that are currently pending verification, or is your account now fully verified?
- When exactly did you submit your withdrawal request?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
