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I’ve been waiting for my account verification for over 30 hours, and it’s still not completed. This delay is preventing me from withdrawing my funds. What’s most frustrating is that every time I contact support, I get the same generic, copy-paste response telling me to "just wait"—with no explanation, no update, and no real help.

I uploaded all the required documents, and almost everything was accepted except for two documents, which are still somehow "under review" with no progress. Even more confusing, when I tried uploading new documents to speed things up, I got an immediate reply (within minutes!) saying those documents weren’t needed. So clearly someone is actively reviewing my account—but for some reason, they won’t finish the verification.

This whole situation feels careless and unprofessional. I understand that verification takes time, but if they are reviewing accounts in real time, why can’t they complete mine using the documents already submitted? It makes no sense.

If the only response a customer gets is "please wait" on repeat, with no resolution, that’s not real customer service

best regards

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crusino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which documents were approved and which documents are currently pending verification?
• Have you achieved your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cisko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas