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I am writing to formally raise a concern regarding my payment. Despite submitting all the required documents for verification multiple times, my documents keep getting rejected, and I have still not received my funds.This situation has caused significant frustration, and I am unsure what further steps I need to take to access my money. I would appreciate immediate guidance and a resolution to this matter. I trust you will treat this issue with urgency and help me receive my payment without further delays.

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

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Louie.A.13,

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.

For all this time, I have been going through verification on this shitty website. I uploaded my driver's license, rental agreement, and bank statement for my deposit, but now they are not accepting my driver's license because it was allegedly uploaded in poor quality. I uploaded the document again today and am waiting for verification once more.

I only had two chats with the site support and didn't take any screenshots, but I'll do so next time if the documents are rejected again (which is bound to happen).

Thanks for your reply.

If the issue persists, kindly share your communication with the casino, so we may better understand the situation.

Send the relevant recent communication between you and support to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Louie.A.13,

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,
Tomas
Casino.Guru