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I am writing to you regarding my account registered with the email [email address hidden by Casino Guru]. After making a deposit and playing regularly on your platform, I requested a withdrawal of EUR 700. However, I was unable to complete the operation due to the verification of my account still in progress despite my documents having already been uploaded for days and in the chat you had promised me that everything would be completed within a few hours, false promises.

I also asked you to temporarily block the money so I can't play it again but you didn't do it, this makes you irresponsible.

Since the verification process has prevented the withdrawal of the winnings, I ask you to proceed with the refund of the amount paid, equal to EUR 700. Please indicate the timing and method with which the refund will be made.

In case of a negative response to the refund, a court proceeding will be carried out according to your jurisdiction.

I look forward to hearing from you and thank you for your cooperation.

Vi scrivo in merito al mio account registrato con l’email [email address hidden by Casino Guru]. Dopo aver effettuato un deposito e giocato regolarmente sulla vostra piattaforma, ho richiesto un prelievo di EUR 700. Tuttavia, non sono riuscito a completare l’operazione a causa della verifica del mio account ancora in corso nonostante i miei documenti fossero già stati caricati da giorni e in chat mi avevate promesso che entro poche ore si sarebbe completato tutto, promesse false.

Vi ho inoltre chiesto di bloccare momentaneamente i soldi per non farmeli rigiocare ma voi non lo avete fatto, questo vi rende irresponsabili.

Poiché il processo di verifica ha impedito il prelievo delle vincite, vi chiedo di procedere con il rimborso dell’importo versato, pari a EUR 700. Vi prego di indicarmi le tempistiche e la modalità con cui verrà effettuato il rimborso.

In caso di risposta negativa al rimborso si procederà secondo la vostra giurisdizione con un processo in tribunale.

Rimango in attesa di un vostro riscontro e vi ringrazio per la collaborazione.

Dear boviruggi8, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify the current balance in your casino account?

Am I correct in understanding that while your verification was pending, you played away your entire balance?

Which identity documents did you send to the casino and when exactly did you send the last one?

Have any of your documents been verified by the casino?

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, 

Veronika

current balance 0€ I wasted the entire balance

I uploaded proof of deposit and ID which they rejected and then I uploaded manually but in 3 days they didn't verify anything

saldo attuale 0€ ho sprecato l’intero saldo

ho caricato prova di deposito e carta d’identità che mi hanno rifiutato e poi ho caricato manualmente ma in 3 giorni non hanno verificato nulla

I'm sorry to hear that you lost your entire balance playing.

Is your account still undergoing verification, or has the casino stopped the KYC process since there is no pending withdrawal request in your account?

my account was blocked so i dont know

il mio conto è stato bloccato quindi non lo so

Was your account blocked only after you lost your entire balance playing?

Have you received any emails after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru. Thank you for your cooperation.

yes, the account was blocked after losing the balance, the emails are only about refund requests that I asked for, but they were rejected. do you need the emails?

si, il conto è stato bloccato dopo aver perso il saldo, le mail riguardano solo richieste di rimborso che ho chiesto, ma sono state rifiutate. ti servono le mail?

Thank you for your reply.

Unfortunately, since the balance at the time of your account closure was zero, there is nothing we can do to help you. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika