The player from Morocco had his account suspended for verification purposes and submitted the required documents, which were verified. However, after a month of communication with support, he was still awaiting resolution and wanted his winnings returned. We attempted to gather more information from him to facilitate the resolution but received no response despite reminders and extended deadlines. Consequently, the complaint was closed due to lack of communication, though the player could reopen it in the future if he chose to resume contact.
YYY Casino - Player's account is delayed over verification.
Closed
Our verdict
Player stopped responding
Amount: $278
YYY Casino
Safety Index 4.9 LowCase summary
Discussion
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3 months ago
Hello Casino, I am submitting a complaint on behalf of Casino yyy. Casino has suspended my account to verify my gaming activity. They requested documents, which I sent them, and then they verified the documents. I've been talking to support all day, and they keep giving me the same answer. It's been a month, and I'm still waiting. This isn't fair. I just want my money back, and they keep stalling me.
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3 months 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 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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2 months ago
Dear Reda5678,
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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2 months 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,
Attila
Casino.Guru
