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Hi, I have been trying to verify my account for 3 weeks now and all my documents are either rejected or required to be sent again.

4th week now and I have provided everything they ask of me but still can't get my account verified so that they process my withdrawal.

They take 2 business days to review any document I send and every time they ask for something new or they start over asking for the same ones.

Today May 7th,I talked to customer support again and I was told that my id got regected because it had a white background! The background was a table at work.. Keep in my mind that I have already sent them my id 4 times, including a selfie with the id!Both sides!

Obviously this casino does not want to proceed to the payouts of its players. Scam tactics at its best!

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.

Dear BARBANNED,

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 advise 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 when you tried to resolve the issue? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Good morning, I have sent what has been requested more than once.

Id, proof of residence, proof of payment, proof of card ownership.

As I told you above, they keep asking me the same thing over and over again. The last time they asked me for proof of residence for the 3rd time and when I told their representative that I had sent it, he finally told me that I had to send my ID again.

I have sent the ID 3-4 times and it is rejected for unknown reasons each time.

Today I will probably be asked for new documents and we are already in the 4th week. I have never experienced anything like this with identification at a casino. Incredible guys!

Καλημέρα σας, έχω στείλει ότι μου έχει ζητηθεί παραπάνω από μια φορά.

Id, proof of residence, proof of payment, proof of card ownership.

Όπως σας είπα και παραπάνω μου ζητάνε ξανά και ξανά τα ίδια. Την τελευταία φορά μου ζήτησαν 3η φορά proof of residence κι οταν είπα στον εκπρόσωπο τους ότι την εχω στείλει, μου είπε τελικά ότι έπρεπε να ξαναστείλω την ταυτότητα μου.

Την ταυτότητα την έχω στείλει 3-4 φορές και απορρίπτεται για άγνωστους λόγους κάθε φορά.

Σήμερα λογικά θα μου ζητηθούν νέα έγγραφα και έχουμε μπει ήδη στην 4η εβδομάδα. Δεν έχω ξαναζήσει κάτι τέτοιο με ταυτοποίηση σε καζινο. Απίστευτοι τύποι!

Thanks for the information shared via email and in the thread.

If the issue persists, I would suggest sending a selfie without wearing glasses. Please, please let me know if this was a valid solution to your issue.

If our intervention is necessary, please let me know.

OK, I Just got an email the my documents were verified and both my withdrawals were cancelled. So I submitted a new one. Lets see how long they Will take to complete it.

It only took them one month for the verification process.

Dear BARBANNED,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

Dear BARBANNED,

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