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Player: Stephane D.

Email: [hidden by Casino Guru]

Username: [hidden by Casino Guru]

Issue:

Withdrawal of 10,318.65 EUR blocked despite full compliance.

Provided evidence:

– Full Coinbase KYC

– Full blockchain transaction proof

– Signed MyCrypto ownership message

– Ledger Live screenshots

– Dated balance screenshot

Casino demands a document impossible to produce from a Ledger hardware wallet.

Requested resolution:

– Verification of account

– Release of withdraw

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 truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello,

The documents were sent 3 days ago. I received a reply saying they want proof of a Ledger account with my name on it, which is impossible.

My account verification has been ongoing since October, with document processing taking an average of 2 weeks.

Could you please clarify if the casino suggested any alternative ways to verify your Ledger account, for example a video?

The last document I sent, which proves that Ledger belongs to me, was rejected. They keep asking me for the same thing, and customer support is not responding

Hello Aneler00,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I sent the signature using my Ledger key, but they refused it. Bankobet wants the name, but with a Ledger it’s impossible.

Could you please ask the casino what proof they expect for a Ledger, since it is impossible to have a name on it? I have sent them emails, but the casino is not responding to me. Thank you.

Dear Aneler00

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, Mirka (miroslava.d@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,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bankonbet Casino representative to join this conversation.

Dear Bankonbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Bankonbet requests an impossible document for a non-custodial wallet.

I provided a valid cryptographic signature proving ownership.

Dear Aneler00,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Bankonbet Casino Team.

Dear Bankonbet Compliance Team,

I am writing regarding your request to verify my Ledger account with a document showing my name.

I would like to clarify that Ledger is a non-custodial hardware wallet. By design, Ledger does not issue any official document, certificate, or statement that includes the owner’s name. It is therefore technically and legally impossible for Ledger to provide a document with my personal identity on it.

I have already explained this point previously, but I would now like to clearly understand what specific alternative document you are requesting in order to proceed with the verification.

Could you please confirm which of the following (or any other) documents would be acceptable to you:

A screenshot of the Ledger Live interface showing the wallet address

A signed message from the wallet address

A transaction history proving control of the wallet

Any other specific proof you require

Please note that no official document with my name linked to a Ledger wallet can exist, and requesting such a document makes compliance impossible.

I kindly ask you to clarify exactly what proof of ownership you expect so that I can provide it without further delay.

Thank you in advance for your assistance.

Dear Aneler00,

Thank you for your patience.

We are glad to inform that your account is now verified.

In case of further questions feel free to contact us back.

Kind regards,

Bankonbet Casino Team.

Dear Aneler00,

Could you please confirm, if you are able to withdraw money from your account?

Thank you.

Dear Bankonbet Casino,

Could you please specify, when the player will be able to start receiving withdrawals?

Dear Mirka,

Please be advised that all previous withdrawal requests for this player have already been successfully completed.

Player has since submitted new withdrawal requests. These are currently being processed and paid out sequentially in accordance with our standard procedures.

Kind regards,

Bankonbet Casino Team.

Dear Aneler00,

Could you please confirm, if you started receiving withdrawals?

Thank you.

Dear Aneler00,

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,
Mirka
Casino.Guru