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Prior to opening an account I read the rules of the casino the terms and conditions and everything after opening account I talk to the casino support team because I know each casino website rules or generally the same but attention to detail because certain rules can be different like wager requirements in stuff like that until after talking with staff about withdrawals I was told that if I make a deposit to my account through cryptocurrency then I would be able to withdraw my winnings immediately but if I used the free spins before making a deposit then I would have to go through the account verification process and so I made a deposit before ever using any kind of bonus or coupon or anything I made a couple deposits and then I got my 50 free spins on my rewards I played them wager them correctly got the $50 requested the payout and then they denied me after sending me confirmation to my email and saying my request will be processed as soon as possible then I received an email saying it was denied and so I went and tried to withdraw it again and when you requested withdrawal you can put a note and I said if you deny this withdrawal will you please say the reason why I got an email saying for account verification and in a blocked me from trying to make another withdrawal request I have sent them several pictures of me holding my ID next to my face a picture of the front of my ID and the back of my ID and they keep saying that the qualities not good enough or whatever and making suggestions like if you take the selfie outside and have someone else do it the quality might be a little better but that's not a requirement I don't have to take a selfie of me holding my ID outside with somebody else taking the picture the ones I've took you can clearly see the information on the ID you could clearly see my face there's no reason other than them just trying to make it as difficult as possible to get my account verified I'm going to include all of the pictures of my ID and selfies I used to get the account verified

Dear Kyle831,

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 take KYC lightly.

Other than the photos you uploaded here, have you sent selfies made in a well-lit room with better quality?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hi I emailed the emails that I received from the casino and the documents I sent them for the account verification process and I sent them totomas@casino.guru

Thanks for your emails.

I can understand that the casino would prefer you submit selfies of better quality in a well-lit room or outside.

Is this a valid option for you?

I'll await your response.

Also, feel free to respond to your other complaint which was recently reopened.

Dear Kyle831,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.