Casino Action - Pelaajan voitot viivästyvät vahvistusongelmien vuoksi.

Hi I won big.

I sent all my documents.

I get this requested.

" Please follow the instructions as per our most recent communication on 12th November, which has been replicated below:

"Thank you for your email and for that documentation.

As a result of these submissions, we require a further verificaiton step to be satisfied prior to furthering this case.

Could you please provide a video of yourself showing your identity document clearly, followed by logging into your Bitget account on the device you use to access the Casino. Please then navigate to the section of your Bitget account that displays your deposits made to the Casino's wallet addresses ensuring to display each transaction.

This must be recorded in a single, continuous video with no edits or cuts. You may not crop out any information and the deposits must be clearly visible.

Please attach the video file in reply.""

I have no idea how to do it. I sent the video like requested. They just keep replying with the email above.

Could guru help me I am hungry for my money.

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 Winningreid,

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

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

• Have you communicated with a live chat to clarify what was wrong with your video?
• How long have you been a player at this casino, please?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Have you communicated with a live chat to clarify what was wrong with your video?

Generic replies only.

How long have you been a player at this casino, please?

2 months

Could you please provide the exact date of your initial verification request?

I did all the kyc they have all my documents. I provided everything

They just sent me generic replies.

Thank you for your email and for that documentation.

As a result of these submissions, we require a further verificaiton step to be satisfied prior to furthering this case.

Could you please provide a video of yourself showing your identity document clearly, followed by logging into your Bitget account on the device you use to access the Casino. Please then navigate to the section of your Bitget account that displays your deposits made to the Casino's wallet addresses ensuring to display each transaction.

This must be recorded in a single, continuous video with no edits or cuts. You may not crop out any information and the deposits must be clearly visible.

Please attach the video file in reply.

If you have a email I can send it you. I tried to upload it here only max is 5mb

Dear Winningreid,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

All has been sent please reply today.

How long does it takes?

Dear Winningreid,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Winningreid,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casino Action to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casino Action,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in completing the account verification that precedes the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Yes I not understand anything I am winning and they want me to sent a weird video. I did it and no responds. Seems the same this casino not have any money.

HI there

I am currently travelling and will not be able to look into this until Friday.

Cheers

Must be nice not to pay any money out and go on a holiday.

Hey there

This player has failed to provide KYC as per risk management's directions. As such the player's account is closed.

Cheers

All sent here.

Dear Samuel and Casino Action representative,

This latest reply from the casino is completely unacceptable and proves what I have been saying for weeks.

I have sent the requested verification video multiple times (at least 4 different recordings between November and December 2025). Every time I asked for clarification or an example of what exactly was wrong with the previous video, I only received generic automated replies or silence.

For over 6 weeks the casino has not given me a single specific reason why any of the videos I sent were rejected. They never pointed out what exactly was missing or unclear — no feedback about lighting, angle, visibility of the screen, length of the video, nothing. How is a player supposed to "correct" something when the casino refuses to explain what is wrong?

Asking for a continuous, uncut, un-cropped video in which I must:

show my face and ID

log into my personal Bitget crypto account on camera

scroll through every single deposit transaction to their wallet is already an extremely invasive and unusual request.

When the player actually complies (multiple times!) and still gets no response or explanation, it is obvious that this "verification step" is designed so that the player will always technically "fail".

Now, after ignoring my emails for weeks, the casino representative comes here with a 1-line message saying the account is simply closed because I "failed KYC". This is not a serious explanation — this is an attempt to get away with confiscating my legitimate winnings.

This behaviour is textbook stalling and bad faith. Casino Action is deliberately using an impossible-to-satisfy verification procedure to avoid paying out my withdrawal.

I ask Casino Guru to treat this case as a priority and rule that:

the prolonged silence and lack of specific feedback is unacceptable

repeatedly demanding the same unclear video verification without ever explaining the deficiencies is an unfair practice

my winnings must be paid in full because I have complied in good faith with every request I was able to fulfil.

Dear Casino Action,

thank you for your response.

At this stage, I need a clear explanation to move the case forward.

The player states that the requested verification video was submitted several times and that no specific feedback was provided regarding what was incorrect or missing. The sudden closure of the account with the explanation "failed KYC" is not sufficient on its own for me to properly assess the situation.

To proceed, I kindly ask you to provide:

1. Confirmation of exactly which video submissions you received from the player.
2. A clear description of the specific deficiencies or reasons why each submission did not meet your KYC requirements.
3. An explanation of the internal criteria or guidelines that these verification videos must meet.
4. The reason for closing the player's account instead of requesting corrected materials with actionable feedback.

I will continue with the review once I receive these details.

Thank you, Casino Action, for your cooperation, and thank you to the player for providing additional information and screenshots.

Hi Samuel

The player can contact ecogra if they are not happy with the decision.

Cheers

How is this possible? Where is there license?

I just done some research and Ecgora is owned by the casino rewards group they can judge there own disputes.

eCogra is the casino group's official ADR, along with many of our competitors. It is not owned by the Casino Rewards group.

We have zero licensing obligation to 3rd party dispute websites. eCogra is the only body we are obligated to supply all information to.

You can submit a dispute there, or you can leave it. It is up to you. However we are bound by their decision.

Is your license on malta? It's not on the website.

Casino Action in Canada is licensed by the Kahnawake Gaming Commission, which can be found on the footer of the website.

You not have a malta license anymore?

Casino Action in Canada is licensed by the Kahnawake Gaming Commission.

Ecogra is in malta how come that you have no license in malta?

Having a license in Malta is not a pre-requisite to use eCogra as an official ADR.

Casino Action in Canada is licensed by the Kahnawake Gaming Commission.

I won't be engaging any further until an eCogra dispute has been submitted.

Cheers

Dear Winningreid,

To properly assess the situation from our side, I would also need to review the verification video you submitted to the casino. If possible, please either upload the video directly in this thread or send it to me by email at samuel.s@casino.guru. This will help me evaluate whether the request and its rejection were reasonable and in line with standard KYC practices.

Dear Casino Action,

Thank you for participating in the discussion and for your responses so far.

Once I have reviewed the video, I will be able to continue with the assessment of this case.

it was sent already.

Sad to see that casino guru is looking to side with the casino.

For over 6 weeks the casino has not given me a single specific reason why any of the videos I sent were rejected. They never pointed out what exactly was missing or unclear — no feedback about lighting, angle, visibility of the screen, length of the video, nothing. How is a player supposed to "correct" something when the casino refuses to explain what is wrong?

Asking for a continuous, uncut, un-cropped video in which I must:

show my face and ID

log into my personal Bitget crypto account on camera

scroll through every single deposit transaction to their wallet is already an extremely invasive and unusual request.

When the player actually complies (multiple times!) and still gets no response or explanation, it is obvious that this "verification step" is designed so that the player will always technically "fail".

Dear Winningreid,

I understand your frustration and I acknowledge your concerns regarding the verification process and the lack of specific feedback provided by the casino.

At this point, however, Casino Action has clearly stated that they will not engage further in this complaint and that they consider eCOGRA to be the appropriate and binding dispute resolution authority for this case. Without the casino’s cooperation or access to their internal verification findings, we are unable to independently verify or overturn their final decision.

While Casino Guru aims to mediate disputes where possible, we do not have regulatory authority over licensed casinos, nor can we compel a casino to disclose internal security or compliance details if they refuse to do so.

Given the current situation, the only remaining formal path available to challenge the casino’s decision is to submit a complaint to eCOGRA, as advised by the casino. Their ruling would be binding on the operator.

Unless new, materially relevant information becomes available from either side, we are unfortunately unable to move this case forward here.

Thank you for your cooperation and for sharing your perspective.

I am extremely frustrated with your recent response closing my complaint against Casino Action. You say the casino refuses to cooperate further and that eCOGRA is the binding authority, but it feels like you're just siding with the casino without properly investigating my side.

I followed all the rules: I provided every document they asked for during verification, played fairly without any bonuses that could cause issues, and yet they rejected my account/winnings with no specific explanation. How can that be fair? Casino Action (and similar casinos like Zodiac in the same group) have tons of similar complaints online about verification problems, delayed or denied withdrawals, and vague security reasons. This doesn't seem like isolated cases—it's a pattern.

Casino Guru is supposed to help players and mediate fairly, but in my case and many others I've read, it seems like when the casino stops responding or points to eCOGRA, you just close the complaint without pushing harder or marking it unresolved in a way that hurts their rating more. This isn't normal. Are you truly independent, or do you side with casinos to keep good relations?

Please tell me clearly: Whose side are you on—the players' or the casinos'? Why aren't you able to challenge their decision more forcefully when they provide no evidence against me?

I believe I deserve better advocacy here. If you can't help further, at least explain why Casino Guru closes so many similar complaints without real resolution for the player.

Hi player

As the Casino Guru rep has explained, we have no obligation to comply with third party complaints and we do not supply internal PI to 3rd parties. We have strict privacy policies as well as licensing obligations in place to only share relevant information with relevant parties.

We are required to submit all information to our official ADR and are bound by whatever decision they make. If you decide you'd like your case solved, submitting a case to eCogra is going to be the only way that will happen fairly. Once eCogra has made their decision, we will update casino guru with it and this complaint will be resolved accordingly.

Cheers

Dear Winningreid,

thank you for sharing your concerns in detail. I understand how frustrating this situation is for you, and I want to assure you that your case has not been dismissed or ignored.

At this moment, I am still reviewing the situation and gathering additional context on our side, including information received outside of this public thread. As this involves sensitive verification-related matters, some parts of the review cannot be discussed openly here.

I kindly ask for your patience while I complete this assessment. I will update you in this thread as soon as I am able to clarify the next steps or provide a clear conclusion on how we can proceed.

I would also like to thank Casino Action for participating in the discussion and for their communication so far.

Thank you for your understanding.

Ecgora is malta. What do you have to do in malta you not even licensed there.

As previously mentioned:

Having a license in Malta is not a pre-requisite to use eCogra as an official ADR.

Casino Action in Canada is licensed by the Kahnawake Gaming Commission.

Ecogra is NOT a licensing body. They are an auditor and are the casino's official ADR.

Please submit your dispute with eCogra so we can get this finalised. Not wanting to submit this tells me something fishy is going on here. It costs nothing to submit. Please do so ASAP.

So no legal ground whatsoever in malta. First thing what they say against a lawyer " we can't do anything this casino don't have a license in malta"

Even if Casino Guru decided to rule in your favour, they cannot make us pay you as they are not our official ADR.

If eCogra rules in your favour, we are obligated to follow their decision.

This is a no brainer.

I don't understand why you still have not submitted a dispute?

Hello Winningreid,

I have also contacted you via email separately with additional information related to your case.

Regarding your concerns, I would like to clarify our position and the scope of our role.

Thank you for expressing your concerns openly. I understand that this situation is frustrating, and I want to clarify our position and the limitations of our role so there is no misunderstanding.

Casino Guru is an independent mediator, not a regulatory authority or an ADR body. This means we cannot compel a casino to pay winnings or disclose internal verification data if the casino refuses to do so. Our role is to assess complaints based on available evidence, cooperation from both sides, and the applicable regulatory framework, and to reflect our findings transparently in the complaint outcome and casino rating.

In this case, Casino Action has confirmed that eCOGRA is their officially appointed Alternative Dispute Resolution (ADR) provider. Regardless of the casino’s licensing jurisdiction, an ADR does not need to be based in the same country to be valid. What matters is that the casino is contractually bound to follow the ADR’s final decision. Casino Guru does not replace this process and cannot override it.

When a casino explicitly refuses further cooperation within our mediation and redirects the dispute to its official ADR, our ability to continue pushing the case is limited. This does not mean we are "siding with the casino"; it means we have reached the point where escalation to the official dispute body is the only remaining path that can lead to a binding outcome for you.

For this reason, submitting your case to eCOGRA is the most effective next step if you wish to challenge the casino’s decision formally. Should eCOGRA issue a ruling, we are more than willing to reflect its outcome here and reassess the complaint accordingly.

I assure you that Casino Guru does not favor casinos over players. Our goal is fairness and transparency, but we must also operate within the limits of what we can realistically enforce.

If you have any further questions about the process or need guidance on the ADR submission or the verification attempt, feel free to ask.

Dear Winningreid,

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,
Samuel
Casino.Guru