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Hello, I'm trying to withdraw and the casino refuses to proceed with the verification, arguing things that aren't true.

Hola, estoy intentando retirar y el casino se niega a proceder con la verificación argumentando cosas que no son verdad.

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

Good morning, the problem is that this casino doesn't take KYC seriously because they ask for unrealistic information and say things that are lies. The casino has asked me for a copy of both sides of my ID, all the transactions from my digital wallet, and a photo of me holding my ID in one hand and my phone in the other, showing my betting account. The problem is that the betting site insists the last image is a screenshot, which isn't true because the photo was taken with an iPad, and they're not cooperating at all. I'd like to attach the conversation, but I don't know how because I'm in it, and I don't want everyone to see it. Do you have any suggestions for how to attach the conversation? Thank you very much.

Buenos días, el problema es que este casino no se toma enserio el KYC porque pide cosas irreales y dice cosas que son mentira. El casino me ha pedido el DNI por ambos lados, todas las transacciones de mi billetera digital y una foto mía sujetando con una mano el DNI y con la otra el móvil mostrando mi cuenta de la casa de apuestas. El problema es que la casa de apuestas está empeñada en que la última imagen es una captura de pantalla cuando no es verdad porque la foto ha sido tomada con un iPad aparte de que no coopera en nada. Me gustaría adjuntar la conversación solo que no sé cómo hacerlo porque salgo yo y no quiero que todo el mundo lo vea. ¿Se le ocurre alguna forma de adjuntar dicha conversación? Muchas gracias.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I've already sent it to you; if you need to see any attachments, let me know.

Ya te lo he enviado, si necesitas que se vea algún archivo adjunto dímelo.

Hello PragmaticoH,

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 response. Could you please forward your submissions directly, rather than including them as part of the email thread? Thank you for your patience and cooperation.