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Good evening, I created an account with the above company a week ago. I sent my ID and mobile phone bill for my identification. At the same time I made a deposit of around 160 euros and today that I am sending you I have 1140 euros in my account after playing in their casino. I have sent a phone bill, an affidavit stating what my address is and my tax return E1 and they keep telling me that no document covers them, while they have suggested that I send the specific documents. I have read that several players are facing the same problem resulting in losing their money. I am very afraid that I will not be able to get my money.

Καλησπέρα σας, δημιούργησα πριν από μια εβδομάδα λογαριασμό στην ανωτέρω εταιρεία. Έστειλα την ταυτότητα μου και λογαριασμό κινητού τηλεφώνου για την ταυτοποίηση μου. Παράλληλα έκανα καταθεση ενός ποσού των 160 ευρώ περίπου και σήμερα που σας στελνω έχω στον λογαριασμό μου 1140 ευρώ έπειτα από παιχνίδι μου στο καζίνο τους. Έχω στείλει λογαριασμό τηλεφώνου, υπεύθυνη δήλωση μπυ που λέει ποια είναι η διεύθυνση μου καθώς και το εκκαθαριστικό Ε1 της εφορίας μου και συνεχίζουν να μου λένε ότι δεν τους καλύπτει κανενα έγγραφο, ενώ οι ίδιοι μου έχουν προτείνει να στειλω τα συγκεκριμένα έγγραφα. Έχω διαβάσει ότι αρκετοί παίκτες αντιμετωπίζουν το ιδιο πρόβλημα με αποτελεσμα να χάσουν τα χρήματα τους. Πολύ φοβάμαι ότι δεν θα μπορέσω να πάρω τα χρήματα μου.

Dear itsmaryloo2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that you are struggling to verify your home address? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Good evening, I would like to inform you that finally my identification was successful!! I don't know what contributed to that. Thank you very much for your help and all your help with my problem!!

Καλησπερα σας, θα ήθελα να σας ενημερώσω πως τελικά η ταυτοποίηση μου έγινε κανονικά!! Δν ξέρω τι συνέβαλε σε αυτό. Σας ευχαριστώ παρα πολύ για την βοήθεια σας και την ένας όλη σας με το πρόβλημα μου!!

Dear itsmaryloo2,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru