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I deposited money. I won a few times and then had to fulfill a bonus requirement. I fulfilled it – it was also shown to me that the bonus was 100% fulfilled. This was also confirmed to me several times via chat.

Then I wanted to withdraw my money and the drama began.

First you wanted my credit card, then my savings bank card.

Then nothing happened and after asking, they wanted my ID card.

Time passed again, then you wanted a current cell phone bill.

Again nothing happened, but now you wanted a current utility bill.

Even then nothing happened and you wanted a bank statement.

I sent this one too and now you're writing that all the documents are invalid...I'm losing my faith.

Please help, I'm about to hire a lawyer. Criminal...

Und zwar habe ich Geld einbezahlt. Ich habe einige male Gewonnen und musste dann einen Bonus erfüllen. Diesen habe ich auch erfüllt - wurde mir auch so angezeigt - Bonus zu 100% erfüllt. Das wurde mir auch mehrmals vom Chat bestätigt.

Dann wollte ich mein Geld Auszahlen und das Theater ging los.

Erst wollten Sie meine Kreditkarte, dann meine Sparkassenkarte.

Dann hat sich nichts getan und nach Nachfrage wollten Sie dann meinen Personalausweis.

Wieder Zeit vergangen, dann wollten Sie eine aktuelle Handyrechnung.

Wieder tat sich nichts, Sie wollten nun eine aktuelle Nebenkostenabrechnung.

Auch dann hat sich wieder ncihts getan und Sie wollten einen Kontoauszug.

Auch diesen habe ich verschickt und nun schreiben Sie alle Dokumente sind nicht gültig....ich falle vom Glauben ab.

Bitte um Hilfe die bin kurz davor einen Anwalt einzuschalten. Verbrecher.....

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:

Have any of your documents been approved and successfully verified?

Has the casino specified why your documents could not be accepted for verification?

Have you submitted all the documents on time and in the correct format?

Could you kindly forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Yes, I always submitted everything immediately.

Something new was always requested little by little.

You now have my credit card, ID card, debit card, current cell phone and utility bills and a recent bank statement.

If that's not enough... Unbelievable.

Nobody ever responds. They only respond when asked.

Ja, ich habe alles immer sofort eingereicht.

Es wurde auch immer erst nach und nach etwas Neues angefordert.

Sie Haben nun meine Kreditkarte, Personalausweis, Debitkarte, aktuelle Handy und Stromrechnung und einen aktuellen Kontoauszug.

Wenn das nicht reicht…. Unglaublich.

Es meldet sich auch nie jemand. Immer nur auf Nachfrage.

When was the last time the casino communicated with you regarding the verification of your account?

Which of your documents are still pending verification?

I have not received any emails from you yet. Kindly forward me the most recent communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear freund,

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,
Veronika
Casino.Guru