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Good morning, I've been waiting since Friday for my account to be validated, I've sent all the documents requested and so far nothing. They don't reply to my emails, and in the online chat they always tell me the same thing, that they are checking that I will receive an email when the account is verified. I don't know what's going on but the fact is that I don't get any response by email and my account still isn't verified.

Bom dia, estou a aguardar desde sexta feira a validação da minha conta, já enviei todos os documentos solicitados e até agora nada. Não me respondem aos emails, e no chat online dizem me sempre o mesmo, que estão a verificar que receberei um email quando a conta for verificada. Não sei o que está a acontecer mas o facto é que não recebo qualquer resposta por email e a minha conta continua a não ser verificada.

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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.

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Hello,

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 and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Yes, I sent all the documents correctly. ID card, selfie with ID card, proof of IBAN, copy of credit card and proof of address.

Sim enviei todos os documentos de forma correta. Cartão de cidadão, selfie com o cartão de cidadão, comprovativo de IBAN, cópia do cartão de crédito e comprovativo de morada.

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

Dear Guiida,

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,

Kristina