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I wanted to withdraw my money and had to complete a verification process. I was able to do it by phone and email, but not with the camera verification. I sent complaints and emails to support, and they kept telling me to try one method after another, but nothing worked. I even sent them my photos so they could do the manual verification they suggested, but still nothing. On top of that, the way I access the casino has changed, and I can't log in. I emailed them, and they kept saying the same thing. I've been dealing with this problem for over five days, and they haven't resolved it. They're playing with my time and patience. I hope they can offer a solution through this channel. Thank you very much.

Quise retirar mi dinero y tenía que hacer una verificación la cual de teléfono y correo si pude y la verificación con la camara no .mandé reclamos correos soportes que me atendieron y me decían que pruebe de una forma de otra y nada le mandé mis fotos para que puedan hacer una verificación manual que me dijeron y nada encima ahora x el juego que entraba al casino se cambió de forma y no puedo entrar les mandé correo y me dicen lo mismo más de 5 días que llevo con este problema y no me solucionan juegan con mi tiempo y mi paciencia haber si x este mi medio me dan una solución muchas gracias

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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.

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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.

• Could you please specify if any of your identity documents have been successfully approved during KYC?
• Which of your documents are still pending verification?
• When was the last time you submitted any identity documents or photographs to the casino for verification?
• What error do you see when you try logging into your casino account?

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

I completed the email and phone verification without problems, but I couldn't complete the ID verification and selfie verification.

La verificación de correo y del teléfono la hice din problemas la del DNI y la selfie ya no la pude hacer

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Apolo1310,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika