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Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jonathan11111,

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 can 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.

• What specific information did you send when requesting the email change?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards

Petra

1) I attached the information they requested and asked them to resend it 3 times

2) The last thing they asked me for was withdrawal data, which I sent correctly, confirmed by them.

3) Yes, I have sent all the required documents repeatedly.

The processing times for an email change and the poor management of their technical support are tedious.

Failure to meet deadlines: The casino stipulates that the email address change takes place within 1 to 24 hours. However, more than 72 hours have passed since my initial request and I still haven't received a definitive response.

Documentation submitted: I have provided all the required information, including multiple identity documents and requested evidence to validate my ownership.

Repetitive requests: Every time I contact support to check the status of my application, the agents ignore the conversation history and ask for the exact same data and documents that have already been sent and received.

This situation makes me feel very unprotected and uncomfortable, as the casino does not respect its own response times and seems to use delaying tactics instead of resolving a basic administrative matter.

Request: I demand that the email address be changed immediately, as you already have all the necessary documentation in your possession.

I've attached more screenshots below:

1) adjuntos la información que soliciten y que quisieron que los vuelva enviar 3 veces

2) lo último que me pidieron fue datos de retiros, lo cual los envié correctamente, confirmado por ellos.

3) si, he enviado todo los documentos requeridos y reiteradas veces

los plazos de procesamiento para un cambio de correo electrónico y la deficiente gestión de su soporte técnico, es tedioso.

Incumplimiento de plazos: El casino estipula que el cambio de correo electrónico se realiza en un periodo de 1 a 24 horas. Sin embargo, han pasado más de 72 horas desde mi solicitud inicial y sigo sin respuesta definitiva.

Documentación entregada: He proporcionado toda la información requerida, incluyendo múltiples documentos de identidad y pruebas solicitadas para validar mi titularidad.

Solicitudes repetitivas: Cada vez que contacto al soporte para consultar el estado de mi trámite, los agentes ignoran el historial de la conversación y vuelven a solicitar exactamente los mismos datos y documentos que ya fueron enviados y recibidos.

Esta situación me genera una gran desprotección y malestar, ya que el casino no respeta sus propios tiempos de respuesta y parece utilizar tácticas de dilación en lugar de resolver una gestión administrativa básica.

Solicitud: Exijo que se proceda con el cambio de correo electrónico de inmediato, dado que ya cuentan con toda la documentación necesaria en su poder.

a continuacion adjuntos más capturas:

Dear Petra,

I fully understand that the KYC process is essential for security and that it's not an immediate procedure. However, my complaint isn't about the delay itself, but rather the lack of organization and responsibility in the handling of my case.

As a user, I entrust my money and my confidence to this site, expecting a safe and professional environment. The screenshots I've provided clearly demonstrate the casino's poor internal organization, which directly impacts my trust in the platform. I simply ask that my case be handled with the seriousness and order it deserves.

Regarding your questions:

Information sent for email change: User ID, previous email, new email, approximate registration date, details of the first deposit and old ones (from months ago), transaction receipts, ID, number linked to my account.

Documents provided: I have already sent my ID, transaction receipts, in short, all the data they requested.

Format: I have followed all instructions and submitted the files in the requested format in a timely manner.

I await your intervention to find an orderly solution to this problem at the casino.

Estimada Petra,

Comprendo perfectamente que el proceso KYC es fundamental para la seguridad y que no es un trámite inmediato. Sin embargo, mi reclamo no se debe a la demora en sí, sino a la falta de orden y responsabilidad en la gestión de mi caso.

Como usuario, deposito mi dinero y mi confianza en el sitio esperando un entorno seguro y profesional. Las capturas de pantalla que he proporcionado demuestran claramente que el nivel de organización interna del casino es deficiente, lo cual afecta directamente mi confianza en la plataforma. Solo pido que mi caso se maneje con la seriedad y el orden que corresponde.

Respecto a sus preguntas:

Información enviada para el cambio de correo: ID de usuario, correo anterior, correo nuevo, fecha aproximada de registro, datos del primer depósito y viejos (de hace meses), comprobantes de transacciones, dni, número vinculado a mí cuenta.

Documentos proporcionados: Ya he enviado DNI, comprobantes de transacciones, en fin todos los datos que ellos me pidieron yo los envié

Formato: He seguido todas las instrucciones y enviado los archivos en el formato solicitado de manera oportuna.

Quedo a la espera de que, con su intermediación, el casino pueda dar una solución ordenada a este inconveniente.

@casinoguru I need help with my case, please. Regards

@casinoguru necesito intervención en mí caso, por favor. saludos

Thank you for your reply and for providing the previous details, jonathan11111.

• Have you received any responses from customer support? If so, could you share the details of those responses?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra,

Thank you very much for your follow-up. I confirm that I have already emailed you the screenshots of the latest information you requested, with the subject line: "response to my complaint ID: 198790". The screenshots contain sensitive information that I prefer not to publish here.

I've also attached to this message what the casino has repeatedly asked me for. I've literally been trying to change the email address associated with my gaming account for over three weeks now, and I still haven't been successful.

I await any updates so we can find an orderly solution. Regards

Hola Petra,

Muchas gracias por el seguimiento. Te confirmo que ya te he enviado por correo electrónico, las capturas de pantalla con lo último que me solicitaron, con el asunto: "respuesta a mí queja ID: 198790" . las capturas contienen información sensible que prefiero no publicar aquí.

Asimismo, adjunto a este mensaje lo que el casino me ha pedido repetidamente. Literalmente llevo más de 3 semanas intentando cambiar el correo electrónico asociado a mi cuenta de juego y todavía no he tenido éxito.

Quedo a la espera de cualquier novedad, para que podamos encontrar una solución ordenadamente. Saludos

Update: They asked me again for the same information that I already sent them.

actualizo información: me volvieron a pedir los mismos datos que ya se los envié.

Hi Petra,

I am writing to inform you that my complaint has been successfully resolved. I want to express my deepest gratitude for your work, your follow-up on my case, and the time you dedicated to helping me with this issue.

Thank you again for all the management and support from Casino Guru.

As advice for those experiencing something similar: I suggest you only provide the exact documents the chat requests and, above all, be very patient. In my case, it took three weeks to resolve the issue.

Greetings!

Hola Petra,

Te escribo para informarte que mi queja se ha resuelto con éxito. Quiero agradecerte profundamente por tu trabajo, el seguimiento de mi caso y el tiempo que me brindaste para ayudarme con este inconveniente.

Muchas gracias nuevamente por toda la gestión y el apoyo de Casino Guru.

Como consejo para quienes pasen por algo similar: les sugiero que solo proporcionen los documentos exactos que el chat les solicita y, sobre todo, que tengan mucha paciencia. En mi caso, tomó 3 semanas lograr solucionar el problema

¡Saludos!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jonathan11111,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra