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Hello.

I've met all the bonus program requirements and wagered the bonus in full. My email address has also been successfully verified. However, I can't verify my phone number because I haven't received the confirmation code.

Because of this, I am unable to withdraw funds from my account.

In addition, I tried to contact the operators via online support chat several times, but I never received a response.

Please consider my request, help me confirm my phone number, and provide the ability to withdraw funds.

Thank you in advance for your help.

Здравствуйте.

Я выполнил все условия бонусной программы и полностью отыграл вейджер. Также моя электронная почта успешно подтверждена. Однако я не могу подтвердить номер телефона, поскольку код подтверждения не приходит.

Из-за этого у меня отсутствует возможность вывести средства со счёта.

Кроме того, я неоднократно пытался связаться с операторами через онлайн-чат службы поддержки, однако ответа так и не получил.

Прошу рассмотреть моё обращение, помочь с подтверждением номера телефона и предоставить возможность вывода денежных средств.

Заранее благодарю за помощь.

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.

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 takes 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 and when exactly did you send 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 to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hello.

Thanks for the answer.

I understand the importance of the KYC procedure and am fully prepared to cooperate. However, the main issue isn't the refusal to provide documents, but rather the fact that I'm not receiving a confirmation code via SMS to my phone number. Because of this, I'm unable to complete verification and withdraw my funds.

I submitted all required documents on time and in the correct format. Please clarify:

What specific documents do you think are missing or require resubmission?

Is there a way to verify the information in another way if I don't receive SMS codes?

Can you temporarily disable SMS verification or offer an alternative method of identity verification?

This issue has been ongoing for a long time, effectively blocking access to my funds. Please resolve this as soon as possible.

Sincerely, [Redacted]

Здравствуйте.

Спасибо за ответ.

Я понимаю важность процедуры KYC и готов полностью сотрудничать. Однако основная проблема заключается не в отказе предоставить документы, а в том, что я не получаю SMS-код подтверждения на свой номер телефона. Из-за этого я не могу завершить верификацию и вывести свои средства.

Все необходимые документы были отправлены мной своевременно и в правильном формате. Пожалуйста, уточните:

Какие именно документы, по вашему мнению, отсутствуют или требуют повторной отправки?

Есть ли возможность пройти подтверждение другим способом, если SMS-коды не приходят?

Можете ли вы временно отключить SMS-верификацию или предложить альтернативный метод подтверждения личности?

Проблема продолжается уже длительное время, и это фактически блокирует доступ к моим средствам. Прошу рассмотреть вопрос как можно быстрее.

С уважением [Redacted]

Dear Sakegas,

Thank you for your reply. Have you contacted customer support via email regarding the issue with the confirmation code? The casino might be dealing with some technical issues right now. Would it be possible to ask customer support to approve your submissions manually?

I look forward to your response.

Dear Sakegas,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Sakegas. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sakegas,

Could you please update us on the current status of your casino account?

I look forward to your reply.

My casino account is still active and has not been blocked.

I currently have 700,000 UZS in my casino account. The casino only allows withdrawals to a Piastrix wallet, but they have still not processed my withdrawal request, even though I have been waiting for a long time.

The problem is still unresolved. In addition, the casino support team does not respond to me either by email or through the live chat. I would really appreciate your help in resolving this issue.

Dear Sakegas,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please attach a screenshot of your pending withdrawal?

Have you managed to pass the KYC verification?

Thank you for your patience and cooperation.

I have sent everything to your personal email address.

Thank you for the information you provided. Could you please let me know if you have successfully completed the KYC verification? Is receiving the payment the only outstanding issue, or are you still encountering challenges with the verification process as well?

Thank you for your patience and cooperation.

Hello,

I submitted all the required documents, but I have been waiting for their approval for almost two months. I resubmitted them again on July 10, but I am concerned that my documents may still not be approved.

Could you please review my application and let me know if there is anything else I need to provide or correct? I would greatly appreciate your assistance.

Thank you for your time and support.

Hello Sakegas,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Sakegas,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Aladdinslot Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sakegas,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ADR– an alternative dispute resolution service (If you can't resolve an issue directly with an operator, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I am sorry I could not be of more help on this occasion. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.