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I requested a withdraw 970 € that was the max limit 14/2/26. After i contacted them they asked from me identity verification 18/2/26

19/2/26 they asked from me more verification and told me that i should provide another document that proves my id and a selfie holding the passport that i previously submitted together with a paper and a number written on it.

And today 23/2/26 i have not yet been verified nor received my money and they ask from me to record a video and say things show around my home!!!! Guys have you ever experienced such a situation? Is this casino scam? They ask from me crazy things i m a high roller in many casinos and first time something like this is asked from me. I don't know the purpose of all these but looks kind suspicious

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.

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Dear jjzaf,

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 ensures that the funds are sent to the rightful owner. Since casinos cannot physically see all players and verify their identity in person, this procedure is necessary to complete the verification process. None of the serious and licensed casinos takes KYC lightly, and it may take a few working days to complete this thorough review.

To better understand your situation, please allow me to ask you a few questions:

• Could you please confirm which documents you have already provided and the exact date when you submitted the most recent one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you receive any confirmation or acknowledgment that the documents you submitted were successfully received?

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

Best regards,

Petra

18/2/26 I sent my passport. They came back with a mail the next day asking for another document to prove my id. I sent the same day my driving license and also a selfie with my passport and a paper holding the same time in which i wrote a number that they told me. And after 4 days they come with another mail asking to record a video. If i sent the video they will ask more and more and more and they will delay my withdrawal. It is a common tactic of the casinos to delay customer's withdraw in order to play their money and lose.

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

• Could you let me know if the casino provided any reasons for the ongoing verification requirement?
• Additionally, could you share any further communications you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to my email address: petra.h@casino.guru, or post your screenshots directly to this thread.

Thank you again for your cooperation.

Best regards,

Petra

Dear jjzaf,

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.

Casino finally verified my account on 4/3/26 but there is another problem now.

I have requested the withdrawal from 13/2/26.

Right after the verification on 4/3/26 they cancelled my withdrawal and told me to request it again.

I requested the withdrawal on 4/3/26.

Today 11/3/26 they cancelled my withdrawal again

i contacted live support

and they told me that they cancelled it with no reason and asked to request it so that i will receive my funds today. The day passed and i contacted the live chat again and they tell me that finally they will not pay today

please report this casino as dangerous really is very frustrating to fight 1 month with verification and payment for 800 € if they do not have to pay the customers they may close the casino.

Hello,

Thank you for your feedback.

Please note that in some cases additional verification checks may be required as part of our internal risk and security procedures. These measures are in place to ensure account safety and to comply with our regulatory and anti-fraud policies.

In your case, the additional verification process has now been successfully completed. We can confirm that your account is fully verified, and your withdrawal requests have already been processed.

We appreciate your patience during this process and thank you for your understanding.

Other casinos have an identification process and it is very simple, ID, selfie, residence documents and proof of payment. No video recording of the player's home, this is completely unprofessional and illegal. And it is also not possible for a customer to wait 1 month for a payment to be processed. And in addition, the staff who answer the live service would be good to know how to be polite especially when the customer speaks to them politely and nicely. And not to give inaccurate answers in an ironic tone. Thank you very much, I will not play at your casino again.

Έχουν και άλλα καζίνο διαδικασία ταυτοποίησης και είναι πολύ απλή, ταυτότητα,σελφι έγγραφα κατοικίας και αποδεικτικό πληρωμής. Όχι βίντεο να καταγράφεται το σπίτι του παίκτη, αυτό είναι τέρμα αντιεπαγγελματικό και παράνομο. Και επίσης δεν είναι δυνατόν να περιμένει ένας πελάτης 1 μήνα για να να διεκπεραιωθεί μία πληρωμή. Και επιπρόσθετα το προσωπικό που απαντάει στην live εξυπηρέτηση καλό θα ήταν να γνωρίζει τρόπους ευγενείας ειδικά όταν ο πελάτης του μιλάει ευγενικά και όμορφα. Και όχι να δίνει ανακριβείς απαντήσεις με ειρωνικό ύφος. Ευχαριστώ πολύ δεν θα ξανά παίξω στο καζίνο σας.

Dear all,

Thank you both for providing the previous details.

To move forward, are there any updates regarding your withdrawals, jjzaf?

Could you please let us know:

• When was your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method as before?
• Can you provide any additional communication/ evidence?

You can send all supporting documents to: petra.h@casino.guru or upload the screenshots directly to this thread.

Thank you again for your cooperation.

Dear jjzaf,

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

Dear jjzaf,

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