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I’ve been trying to verify my account for more than a week, and my documents keep getting rejected without a clear explanation. Each time I contact support, I’m asked to upload something again.

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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.

• Which identity documents have you sent to the casino for verification so far?
• Have any of your documents been approved?
• Which documents were you asked to re-upload?
• Did the casino specify why your documents could not be approved for KYC?
• When was the last time the casino communicated with you regarding the verification of your 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

Thank you very much for your message, Veronika. I would like to inform you that my verification has been successfully completed, so this complaint can be considered resolved. I was later told that the issue was related to the poor quality of the ID images I uploaded. However, this explanation does not fully make sense to me, as I took new photos each time. At some point, my documents were simply accepted, but only after prolonged communication with customer support and after I mentioned that I had submitted a complaint here. In any case, I am now fully verified and currently waiting for the withdrawal of my funds. Thank you for your assistance.

I'm glad to hear that your account is now verified. Would you like to keep this complaint open until you receive your winnings?

Yes, that was exactly the reason I kept the complaint open. I have now received my funds in full, and everything has been resolved. I really appreciate your help and support in this matter.

Dear Lehmann.T,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru