Bitsler Casino - Pelaajan vahvistusprosessi on viivästynyt ja kyseenalaistettu.

I am currently experiencing an unreasonable delay with the verification process on Bitsler.

I submitted all the requested documents promptly after they were requested, with my final submission completed on August 6th. Following that, live chat support informed me multiple times that manual verification takes time.

However, on August 27th, their statement suddenly changed. The compliance team claimed they were conducting an investigation due to suspicions of fraud, alleging that they found a connection between my account and a third party.

I only registered on this site in late July. Almost a full month passed between the time I started playing and when they brought up this issue.

It strongly appears to me that they intentionally avoid completing the KYC process to create a long gap, using that extra time to forcibly manufacture a connection to a third party as a tactic to refuse withdrawals.

First and foremost, I demand that my manual KYC verification be completed immediately. Furthermore, I request that they provide concrete proof of the alleged "third-party connection" right here in this thread.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you send to the casino for the KYC verification? Have any of your documents been reviewed and approved by the relevant department yet?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• How many deposits have you made into this casino so far, and which payment methods do you use?

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

Best regards

Veronika

ーNo, I do not know for certain whether the review has been completed.

I submitted a withdrawal request and then proceeded with the site's KYC process.

However, I was told that the Japanese documents I provided were not accepted, so I submitted photos as instructed by the support team on August 7th.

I have contacted them repeatedly since then; I was told that the process takes time because the KYC review is done manually. Now, about 20 days have passed, and the review remains incomplete; I have been informed that there is a possibility I am engaging in fraudulent activity.

Regarding the games I played: more than a month has passed since my deposit, and since any discrepancies in my memory could work to my disadvantage, I will refrain from discussing the specific details.

The winnings were generated using a bonus.

I have made only one deposit so far, using USDT (ERC-20).

Thank you for your response. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the verification requests and the accusations of possible fraud at veronika.f@casino.guru. I appreciate your cooperation and patience.

I have sent all the past conversations with Bitsler via email. The file format is .txt.

Dear kaori785

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, Martina (martina.b@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 kaori785,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bitsler Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.