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Hello, I only played blackjack at the casino and I didn't use any bonuses, I passed their initial verification, I made 2 or 3 deposits and after a while I had 1282lv in my account, I requested a withdrawal of 580lv and in the withdrawal section it shows that they want additional verification from me. However, the problem is that there is no place and it doesn't say what documents they require. I have written them about 5 emails and I have never received a response.

Dear zhivko550,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide us with the following information:

• What specific documents have you submitted for the initial verification of your account?
• Have you tried contacting the casino via live chat as well? When was the last time you reached out to the casino customer support?
• Which documents have you been asked to provide for the additional verification?

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.

First of all, I sent them basic documents. Photos of ID, proof of adress and proof of payment.

Secondly, live chat told me to contact them via email. The last time it was before one month and also today again.

When I go to withdrawal section, shows me message you need to pass additional verification. When I go to verification section, shows me: your account is verified.

Please forward me all the communication between you and the casino customer support regarding the additional verification requests at [email protected]. Also, kindly send me a screenshot of the verification section in your casino profile.

i sent you my communication with the casino. after i wrote to you, they open the verification section. i fill all the information and attached all required documents, but they said that my name is not the same as at the my ID.. which is funny

Thank you for your email. Could you please specify what the differences are between the name in your casino account and the name on your identity documents?

There is no difference between my name in the site and on my ID

You mentioned in your previous reply that there was a discrepancy between the name registered in your casino account and the one on your ID. Could you please explain this in more detail?

If possible, kindly include screenshots or any other relevant evidence that could help us better understand the situation and support our investigation.

Thank you in advance for your cooperation.

When I tried to verify, their system gave an error saying:

your name on your ID card does not match the one on the casino.

THIS IS ABSOLUTELY WRONG AND FALSE, MY NAMES ON MY ID CARD AND IN MY CASINO PROFILE ARE THE SAME

but the casino knows this and I CANNOT LOGIN INTO MY ACCOUNT ANYMORE BECAUSE IT HAS BEEN DEACTIVATED BY THEM BECAUSE THEY KNOW THAT MY NAME IN THEIR SYSTEM AND ON MY ID CARD IS THE SAME.

For evidence you can see in the email history,

Email of customer: [personal details hidden by Casino Guru]

i can send you my ID if you want to proof that my name is [personal details hidden by Casino Guru]

Thank you very much, zhivko550, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, zhivko550!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello Pavel

The player's account has been flagged by Evolution for suspected advanced card counting. Unfortunately, the ticketing system had been stuck on an old customer support agent for his requests he claims to be unanswered.

We have since suspended the player's account and are awaiting further evidence from Evolution to confirm whether software was being used.

Although the account on the system is not verified, we can reset the verification process and provide a link for the player to complete it while we await updates from Evolution. As per our AML policies, we will also need proof of ownership for both wallets used to fund the account, namely the Crypto wallet and the Skrill account. These can be shared at [email protected] by the player any time.

Should you have any further questions, please don’t hesitate to reach out.

Best regards

Thank you very much for your response!

I have a question: is there any approximate timeframe in which you expect to receive the report from Evolution?

zhivko550, meanwhile, if you have not used any software for counting card, you are free to submit required documents to the mentioned support e-mail. Please, let us know if you will do so!

I don't have problem to process the verification. Please send me link where I can attached all documents.

I have exactly the same problem. Again appears an error that shows that my name are not the same as in my ID.

Hello

We have asked compliance to reset the process for you.

Please use standard characters in English when you type your personal details, refer to the below screenshot where in your DOB there is a character.

Dear zhivko550,

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.

I am waiting for them to send me a new link, the previous is expired.

I am using only English symbols. This symbol which is after the year is automatically put from their system.

It is very difficult to work with you. This link is also expired.

I start the verification and during the verification process appears this message. also for the Skrill there is no problem, but I would like to know where exactly in my Binance account you would like to make a screenshot.

zhivko550, the solution may be changing your device language to English, so it does not automatically paste "Г" when you choose your date of birth or using a computer. Please, let us know if you will try it!

I will try it, but the link is expired. Also I would like to know where in my Binance account you would like to make a screenshot. Because I can't find where to see my name and my crypto address at same page.

I tried with 3 different browsers at the PC, 2 different browsers at the smartphone. Always gives me error that the link is expired.

zhivko550, we have received information that the link expires because during the verification it is accessed from two different IP addresses at once. Do you have any explanation for it?

Pavel, I don't know what happened. I have passed verification many times in different casinos and I never had a problem until now. They sent me a new link and before starting doing verification gave me a error that the link is expired.

I see that there can be two explanations: either you switch on the VPN during the verification, or there is another person which tries to pass it along with you. Can you explain which one is it or maybe there is another explanation?

I don't know, probably my phone connected to the WI-FI during the verification. I told you that I have passed a lot of verifications and I never had a such problem. Just to send them documents via email or to send me new link. This case was opened before 1 month and we can't find a solution..... 2 or 3 times gaves me error from their system this is not normal

zhivko550, we have received further explanation and proof from the casino, which clearly shows that two different persons tried to pass the verification via the same link. It was not a system error, but this fact causing the link to expire. I am not sure if you have played in someone's name or just wanted to use part of their identity to pass the KYC process, but I can definitely say that it is not fair. Every player should be able to pass the verification only with their documents and only by themselves, without help of someone else.

Given everything mentioned above, I must reject your complaint.

Respectfully,

Pavel K

Casino Guru Team