Casinoin - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

im having trouble with the verification process. i already submitted a substantial amount of documents so far.

this is what i submitted :

i did the live ID submission

the live selfie

the proof of address

a selfie with my ID

a selfie with my ID and their website opened on my laptop in the picture

proof of deposit (bank statement)

ownership of my interac account

bank statements from : august to january of last year (and this year)

then they asked me proof of a transaction i sent on january to a family member of mine. i sent the proof of everything they needed .

now theyre asking me to send them bank statements of someone elses bank. there is a transfer i made to a family member with the same first name as me and they are adamant that they want a bank statement of that person despite me telling them i cant ask such private information from someone else.

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 davam,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please clarify the nature of the transaction in question? Was it simply a transfer from your own bank account to your family member, or was this person in any way involved in funding your casino account?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Could you please clarify the nature of the transaction in question? Was it simply a transfer from your own bank account to your family member, or was this person in any way involved in funding your casino account?

it was simply a transaction from my bank to his. this person has no involvement in funding my account in any way. i and proved it to them by sending them almost 1 year of bank statements. i didnt recieve money from that family member . i only send money to them

Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

all the documents i sent were verified and approved , no issues with that. they are just fixated on my transfer to that guy all the way in january. and they arent understanding what im trying to tell them .

Do you currently have any pending withdrawal requests?

yes , im trying to withdraw my last win

Dear davam,

Thank you very much for your clarification.

Could you please clarify exactly what bank statement or information the casino is requesting from your family member? Have they explained why they require this person's bank statement in order to complete the verification of your account?

If possible, please provide a screenshot of the casino's request showing exactly what documents they are asking you to provide.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

they think the etransfer i made was to a bank account that i own because the person i transferred too happens to have the same name as me.

Dear davam,

Thank you very much for providing the additional information and screenshots.

Since the casino appears to believe that the bank account receiving the e-transfer may also belong to you because the recipient has the same name, could you please let me know whether you have any evidence that could demonstrate that the recipient is a separate person?

For example, this could be a confirmation of the e-transfer showing the recipient's details, or any document or screenshot showing that the receiving bank account belongs to your family member rather than to you. Any sensitive or unrelated information may, of course, be redacted.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear davam,

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.