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I would like to open a complaint against this casino because they are starting to delay the verification process, and there were two of them. The first process was KYC, which I went through, and the second they do themselves, so for more than 15 working days they have not been able to review my photos and confirm the verification so that I can withdraw my funds.

я бы хотел открыть жалобу на данное казино, потому что они начинают затягивать процесс верификации, причем их было два. первый процесс был kyc, который я прошел, а второй они проводят сами, так вот они уже больше 15 рабочих дней не могут рассмотреть мои фотографии и подтвердить верификацию, чтобы я смог снять свои средства.

Dear GODENKOR,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you, could you please provide some additional information?

1. Could you specify which documents you provided for the initial KYC and when exactly they were checked and approved?
2. Could you kindly clarify which documents you were asked to provide for the second verification and when you sent them?
3. What types of games did you play during your time at the casino?
4. When was the last time the casino communicated with you regarding your verification? Does the verification concern your documents or your gameplay?

I hope we can help you resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Veronika

1. the original kyc was offline, uploaded passport, showed my face, added my address, confirmed my address with a document, it was almost instant, more than 3 weeks passed

2. After some time, the second check began, manually. They asked for screenshots of all transactions, my selfie against the background of correspondence with their site, confirmation that I am the owner of this crypto wallet.

3. I tried various games, there was enough choice, a wide range is present.

4. The last time they contacted me to confirm my crypto wallet was more than 10 business days ago, now they do not give a guarantee of the duration of my verification, although they wrote that each update occurs within 5 business days

1.первоначальный kyc был в автономном режиме, загрузил паспорт, показал лицо свое , добавил свой адрес, подтвердил документом свой адрес, это было почти моментально, прошло больше 3 недель

2. Спустя время началась вторая проверка , вручную . Они просили скриншоты всех транзакций, мое селфи на фоне переписки с их сайтом, подтверждение что я владелец данного крипто кошелька

3. Попробовал различные игры, выбора было достаточно, широкий ассортимент присутствует.

4. Последний раз они связывались со мной подтвердить мой крипто кошелек, это было больше 10 рабочих дней назад, сейчас они не дают гарантию длительности моей верификации, хотя они писали что каждое обновление происходит в течение 5 рабочих дней

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Alternatively, you may post screenshots here.

close the complaint, the casino successfully withdrew the winnings and confirmed the verification. thanks for your help!

закройте жалобу, казино успешно вывели выигранные средства, и подтвердили прохождение верификации. спасибо за помощь!

Dear GODENKOR,

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 Fritz

Casino.Guru