Dear Johannes,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
Is providing this selfie the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?
Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
Dear Johannes,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
Is providing this selfie the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?
Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina