The player from Greece faced unjustified delays in account verification, hindering her ability to withdraw her winnings. Despite submitting all required KYC documents, her account remained partially verified, leading to a pending withdrawal process. She requested the immediate finalization of her verification and approval of her withdrawal. We later received confirmation from the casino that her account was fully verified, but she then reported that her account had not been blocked despite repeated requests for closure. As she stopped responding to our follow-up questions about the €135 withdrawal, we closed the complaint due to lack of cooperation and no further investigation could be completed.
V.Vegas Casino - Player's withdrawal is delayed due to account verification issues.
Closed
Our verdict
Player stopped responding
Amount: €135
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
I wish to publicly denounce the unjustified delay I am experiencing regarding the full verification of my account, which is preventing the completion of my withdrawal.
Although I have repeatedly submitted all the necessary and required identification documents (KYC) and the platform has accepted them as valid, my account remains in a partially verified status. As a result, the withdrawal process for my winnings is pending.
Although it has only been 2-3 days, the general attitude and responses of customer support indicate deliberate obstructionism aimed at delaying payment.
I request the immediate finalization of my account identification and the approval of my withdrawal request, as I am entitled to under the terms and conditions.
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
Dear NIA1301,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help me better understand your case, could you please answer the following questions?
- Could you please confirm whether you have submitted all of the documents requested by the casino for KYC verification process?
- Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
- Have you received any communication from the casino regarding the status of your verification?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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3 weeks ago
Greetings,
According to our records, the account is fully verified.
Regards
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3 weeks ago
TranslationDear casino guru, once again it is proven that you are by our side and you rush to help the players immediately. I would like to inform you that seeing their tactics, I asked them to block my account, not only did they not do it, but they made sure to identify me immediately. Of course, I will not visit their website again as I am completely disappointed with their website!!!! Please consider the matter closed. Thank you again warmly for your prompt service.
Edited
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3 weeks ago
TranslationI would also like to inform the public community of players about the serious and irresponsible attitude of this particular casino.
Despite my repeated requests to permanently close my account, I have today discovered that my account remains active and has not been blocked. Their refusal to comply with my request violates basic rules of responsible gambling and player safety.
Based on my personal experience, I find their platform to be neither reliable nor secure. I recommend other players to avoid this website to avoid facing similar problems.
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2 weeks ago
Dear NIA1301,
Thank you very much for the update.
Before we close the complaint, could you please confirm the current status of your €135 withdrawal? Has the withdrawal already been successfully processed and received, or is it still pending?
Thank you very much in advance for your clarification.
Karla M.
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1 week ago
Dear NIA1301,
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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3 days 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,
Karla
Casino.Guru
