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The account verification process is almost fraudulent, they ask for a series of cards when that is illegal. They delay and process the verification, which in turn causes a delay in the payment of the winnings. This casino is terrible, almost a scam.

Verificación de la cuenta casi de forma fraudulenta te piden seri de tarjetas cuando eso es ilegal se demoran y tramitan en la verificación lo q hace q se demoren el pago de las ganancias. Pésimo casino casi una estafa

Dear Enia2276,

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.

Could you please clarify which documents you have already provided? Which documents did the casino request?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

First they asked me for a photo of my driver's license and after uploading it almost 20 times and complaining, they told me to upload my identity card with the series open

Primero me solicitaron una foto de mi licencia de conducir y después de subirla por casi 20 veces y reclamar me dicen q suba mi cédula de identidad con las series abiertas

And the photo of my card also with the serial number open, that is not legal, not usual.

Y la foto de mi tarjeta también con los número de series abierto eso no es legal no abitual

Now they come out that the photos are tilted and unclear, they continue to process

Ahora salen q las fotos están inclinadas y poco claras siguen tramitando

Once again I uploaded the requested documents and I don't think it's a scam and I will make the corresponding report and here I didn't find much help either, it's impossible, the photos are very clear and sharp

Otra vez subí los documentos solicitados y nada creo q si es estafa y haré la denuncia correspondiente y aquí tampoco encontré mucha ayuda es imposible las fotos son muy claras y nitidas

Thank you very much for your reply, Enia2276. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Solved thanks

Resuelto gracias

Dear Enia2276,

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