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So dissepointed. They ask me for selfie with the identity for what, the photo will be used for online lone maybe. Anyway i been done upload the data they want for verification. But still they just rejected withdrawal process until i give the selfie with identity . I just worried if the photo use for not responsible people

Dear player,

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. 

• When did the casino request to provide a selfie with ID, and when did you upload it?
• Could you please advise if you have provided any other documents for KYC?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

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, 

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I been completed all the document verification need. Drivet lisence, national identity as they want for the qualify on 17 agustus 2025. They said withdrawal maybe has formally. But after the rejected. I ask to operator they need additional kyc selfie with the identity. That also mention on my email

Is that normal. I been play more tha 1mounth that is normal withdral. Even without kyc verification. Suddenty they ask the verification wtih rejected withdrawal.

I mostly play on slots

Dear player, I see that the casino left a comment on the document you submitted for verification. They asked why the date of birth in your casino profile differs from the one on your ID. Can you explain that? Is there a mismatch between the information you provided and your ID?

Please let us know if you've already shared a selfie with your ID with the casino. We recommend cooperating with the casino and providing the requested document promptly so they can continue the verification process. This requirement is quite common. Many online casinos include selfies with national identity documents as part of their KYC procedures.

I been explained if i not use the real date of birtday for privacy and also the name. So they ask me for the identity.

I just doesnt understand how can kyc still use selfie. If seems like to i loan somenthing for them. For the garenthy. Thats the selfie need, anyways this just a game why should they asking for id dokumentation

Dear player, I'm sorry, but I still don't fully understand. Could you please specify whether you knowingly registered with an incorrect date of birth? You also mentioned 'and also the name.' Does this mean you provided an incorrect name during registration, or is the casino mistaken?

As for the selfie with the ID, I’d recommend sending it for verification as soon as possible if you haven’t done so yet. It is important to cooperate with the casino during the verification process. We won’t be able to help you if you refuse to cooperate or fail to provide the requested documentation.

Dear Apace123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru