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I honestly don’t know what else to do at this point. During the verification process for my account, I was asked to change my address because the one on my profile didn’t match my documents. I submitted the request 18 days ago and nothing has moved forward since. Every time I email support, I just get the same generic response: "Please wait."

Meanwhile, my money is stuck, I can’t withdraw a single cent, and I’m starting to feel completely helpless. It’s beyond frustrating - I trusted this platform, and now I feel ignored.

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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.

• Have you previously verified the address listed in your casino profile, or did you change your address of residence without updating the information in your casino account?
• Do you have any official documents proving that you used to live at the address stated in your casino profile?
• When was the last time the casino contacted you regarding the change of your address?
• Have all the other documents you sent to the casino been verified by the relevant department?

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

Hello,

Thank you for getting back to me and for looking into this.

To answer your questions:

1.The address currently listed in my casino profile hasn’t been verified before. I moved some time ago and updated my account with my new address when submitting the verification documents.

2.I have already provided all the necessary documents to support the change of address, including proof of my new residence.

3.The last time the casino contacted me about the address change was around 18 days ago, right after I submitted the request. Since then, I haven’t received any updates, just the same "please wait" response when I follow up by email.

4.Yes, all my other documents have already been verified successfully. The address change is the only thing still pending.

I really appreciate your help! I just want to get this resolved so I can finally access my funds.

Best regards,

Tristan D.

Thank you for your response and further clarification. Before we proceed with the investigation, kindly forward me the most recent communication between you and the casino regarding the verification of your address at veronika.f@casino.guru. Kindly include all the other communications that could be relevant to our investigation as well.

Dear Tristan.Dwyer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.