CryptoCasino.com - Player's KYC verification is delayed.

I am undergoing KYC verification and it's very difficult; they are not accepting any documents. I sent 2 bank statements to confirm my address, but they were rejected without explanation. I contacted online support, but they said they are not competent to handle this. I sent a utility bill as proof, and they rejected it too. What should I do?

Hello unukogijecu256,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoCasino.com. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I handed over my passport, they accepted it, I also handed over a receipt in PDF for payment of utilities, which they did not accept, and 3 bank statements, which they also did not accept. I last spoke to them 3-4 days ago

this is the entire dialogue that was with them, there is nothing else, invite them to a conversation here

Hello unukogijecu256,

Did you contact the casino e-mail support in order to find out what was wrong with the documents?

Please keep in mind that you should always prefer e-mail communication over any live chat as they can't provide half of the information.

Looking forward to hearing from you.

Regards,

Nick

They don't answer emails

Hello unukogijecu256,

Would it be possible to forward the documents you sent to the casino to better understand why they might have been rejected to nikolas.b@casino.guru.

Looking forward to your response.

Regards,

Nick

I sent you 3 different documents with my residential address by email

Thank you unukogijecu256 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear unukogijecu256,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CryptoCasino.com representative to join this conversation and participate in resolving this complaint.

Dear CryptoCasino.com,

Could you comment on the situation?

Thank you in advance for providing the information.

This is the first time i have seen this thread.

Could someone from Guru explain why that is please? I mean why don't I get a notification as soon as the complaint is raised?

I mean i am aware of the situation now from the review the player left but that was only a week or so ago. I see this compliant is actually 3 weeks old! Why don't you guys notify us instantly when there is a complaint. Then i could have looked into it 3 weeks ago! You could have saved the user a lot of stress and having to post in the review section. It's absolutely ridiculous and unacceptable!

Now i can understand why the user is so angry!

I have spoken to the Fraud/Compliance dept

They say

"This player last provided a printed out document from the internet which as we told him was not acceptable. Since then he has not provided anything else. If he can provide a normal document, there will be no more issues. For example, he can provide us with a Phone bill or Utility bill from within the last 3 months."

So there you have it.

Dear CryptoCasino.com,

Thank you for reaching out and sharing your concerns regarding the notification process for complaints. I understand how frustrating it can be to not receive timely updates, especially when it impacts your ability to address issues promptly. However, we are trying to gather some relevant information before the casino is invited to the thread. But you should be able to reach the complaint thread and respond there even before you are officially invited. I hope this clarifies the situation.

Dear unukogijecu256,

Could you follow the casino's instructions and provide them with the necessary documents like utility bill, phone bill etc.?

Please let me know once you provide the casino with the documents.

I'll be awaiting your reply.

TY Stefan - the MAJOR problem with your process is that once you invite us in, you make it available to public viewing. And then it looks to ther potential players like we have ignored it for several weeks.

Another problem that arises - and this situation is a perfect example - The player is waiting for a long time and then gets frustrated and posts a negative review which is exactly what unukogijecu256 has done.

Then there are two negative public Guru posts which we might have been able to fix much earlier.

It's definitely flawed and I would be grateful if you could look into it.

unfortunately these are not just printed documents, you were also provided with bank statements in PDF format, the address is the same there, I cannot provide any more documents because I am not the owner of the apartment, so you will have to accept bank statements or the water bill that I provided you, if you want a phone bill, then there are just checks, without an address and user name

OK TY - I will see what they can do.

@Stefan - PLease see the email i just sent you. TY

The account has been closed and the funds on it voided due to a breach in the Terms and Conditions.

what is this? my deposit is cancelled are you ok? this is stealing

don't bring it to your problems, i see you opened a new thread in bitcointalk, i will be glad to share our story there

Hello unukogijecu256,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear CryptoCasino.com,

I have responded to your email.

I'll be awaiting your reply.

Replied 🙂

so guys, will my deposit be returned or not, I've been waiting for an answer for a month to get my deposit back

Hello unukogijecu256,

Could you send me the water bill you have provided to the casino? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

check your email, the photo was sent

I don't understand why I have to go through all this trouble here if I just want to get my deposit back? This is my money that they want to take away, this has been going on for over a month now, I can't see my money, I can record a video report for you where I get a bank statement online in real time with my address. This makes me really angry

Hello unukogijecu256,

I have reviewed the water bill provided by you and it appears that the document is forged. This behaviour is strictly against the casino's terms and conditions and is considered fraud.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.