Yurrbet Casino - Player's withdrawal is delayed due to pending verification.

I am submitting this complaint because Yurrbet Casino has not completed the verification of my account, and as a result I am unable to withdraw my funds.

I have already submitted the requested verification documents and contacted customer support several times. My account verification continues to show as "Pending", and the withdrawal option remains unavailable.

I have asked the casino to either complete the verification or clearly inform me if any additional document is required, but the issue has still not been resolved.

I am fully willing to cooperate with any legitimate KYC requirements. I am requesting Casino Guru’s assistance in having my account verification completed without further unnecessary delay and allowing me to withdraw my available balance.

I can provide screenshots showing that my ID verification is still pending, that withdrawals are blocked, and my previous communication with the casino’s support team.

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.

Dear googlino11,

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. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Καλησπέρα σας κα Χριστίνα,

θα ήθελα να διευκρινίσω ότι σε καμία περίπτωση δεν έχω αρνηθεί να προσκομίσω τα απαραίτητα έγγραφα για την ολοκλήρωση της διαδικασίας KYC.

Έχω ήδη υποβάλει τα απαιτούμενα έγγραφα, συγκεκριμένα έγγραφο ταυτοποίησης και αποδεικτικό διεύθυνσης κατοικίας. Παρ’ όλα αυτά, η διαδικασία επαλήθευσης του λογαριασμού μου εξακολουθεί να μην έχει ολοκληρωθεί.

Επιπλέον, έχω ήδη αποστείλει email στο αρμόδιο τμήμα του καζίνο ζητώντας ενημέρωση και ολοκλήρωση της διαδικασίας, όμως μέχρι αυτή τη στιγμή δεν έχω λάβει καμία απάντηση ή κάποια συγκεκριμένη ενημέρωση σχετικά με το αν υπάρχει πρόβλημα με κάποιο από τα έγγραφα που έχω υποβάλει.

Είμαι απολύτως διαθέσιμος να συνεργαστώ και, εφόσον απαιτείται κάποιο επιπλέον ή διαφορετικό έγγραφο, παρακαλώ να μου γνωστοποιηθεί ξεκάθαρα ποιο ακριβώς είναι ώστε να το υποβάλω άμεσα.

Το βασικό ζήτημα είναι ότι έχω ήδη συμμορφωθεί με τα αιτήματα επαλήθευσης, αλλά η διαδικασία παραμένει σε εκκρεμότητα χωρίς συγκεκριμένη αιτιολόγηση ή απάντηση από το αρμόδιο τμήμα.

Ευχαριστώ πολύ για τη βοήθεια και τη μεσολάβησή σας.

Thank you very much for your reply, googlino11. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Το παραπάνω ticket να κλείσει γιατί τα χρήματα χαθηκαν ευχαριστώ

Thank you for the update, googlino11. I’m sorry to hear that you lost the funds. As we are unable to proceed further, I will now close your complaint.

Thank you for your cooperation. Please don’t hesitate to contact me if you encounter any other issues with this or another casino in the future.

Best regards,

Kristina