Casinoin - Pelaajan kotiutus viivästyy Casinoinissa.

Dear Damanos7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures 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 take KYC lightly, and it may take a few working days to complete this thorough process. 

• Can you please specify when the KYC verification process started?
• What KYC documents did you submit to the casino, and when exactly did you submit them?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have any of the submitted documents already been approved or rejected?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you for your response.

The KYC verification process started on June 13th.

Since then, I have submitted the following documents:

A photo of my ID card (both sides)

Photos of all my bank cards

Full bank account statements for the past year

Any other documents the casino requested during this process.

Some of my documents were initially rejected, but I immediately re-submitted the correct versions as requested.

I have fully cooperated and provided everything they asked for as quickly as possible, but despite that, the verification is still pending with no clear update.

Thank you very much for your help. I hope you can assist me in resolving this issue soon.

Best regards,

Damanos7

Thank you very much for your reply, Damanos7. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Damanos7, thank you for the email. Do I understand correctly that your casino account was blocked?

Have you received any clarification from the casino support about the reason for blocking your account?

They say I have many accounts but this is a big lie!!!

Please help me

Thank you very much, Damanos7, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Damanos7,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? What is happening with the user's account? Was any portion of his winnings/balance confiscated?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Since you cannot see it in this thread, I am also attaching the screenshot from the complainant, submitted with the complaint (below).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We are sorry to hear about the situation that occurred.

However, the customer received multiple responses with a detailed explanation of the specific Terms and Conditions breach that led to the account suspension.

The complaint submitted to AskGamblers was rejected, as the company’s actions were in full accordance with the Terms and Conditions, which were indeed violated.

Proof of multiple accounts created for abuse purposes was also provided to branislav.b@casino.guru for review.

Kindly let us know if any further clarification is needed.

Thank you.

That's a lie I don't have multiple accounts......I have only one and I have the same account 3 years....!!!!

Also I asked for proofs and they don't answer my mails....

Dear Damanos7,

Although we consider the information about the complaint on AGs irrelevant, after gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse (not many other accounts, but at least 1 other account, which also used the same bonuses), which means a serious violation of the casino's rules. Based on the provided data/evidence, it would likely be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, Casinoin Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru