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I've been trying to withdraw for several months now. They kept requesting more KYC documents, all of which I sent. Support confirmed that my account was finally fully verified. However, they then asked me to log into a completely unfamiliar casino and take a selfie. I asked what that was all about, as I don't know the casino, and support said it must be a mistake on their part. However, withdrawals have been blocked for me ever since, and my casino account is demanding that I upload the selfie. Nothing is really happening, and I need your help.

Ich versuche nun schon seit mehreren Monaten auszuzahlen. Es wurden laufend weiter KYC Dokumente angefragt, welche ich allesamt geschickt habe. Mir wurde vom Support bestätigt, dass mein Account endlich vollständig verifiziert ist. Danach wurde jedoch angefordert, dass ich mich in ein mir völlig fremdes Casino einlogge und ein Selfie mache. Ich habe gefragt was das soll weil ich dieses Casino nicht kenne und der Support meinte das muss ein Fehler von ihnen sein. Allerdings sind Auszahlungen seitdem für mich gesperrt und mein Casino Konto verlangt, dass ich das Selfie hochlade. Es geht echt nichts voran und ich brauche eure Hilfe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the long delays with your withdrawal and the confusing verification requests.

To help us understand the situation better, could you please answer a few questions:

• When did you first request the withdrawal?
• Could you specify which KYC documents you have already submitted and when your account was confirmed as fully verified?
• Can you share the name of the unfamiliar casino you were asked to log into for the selfie?
• Have you received any written explanation for this unusual step, or any update from the casino’s support since they admitted it was a mistake?

If you have any screenshots of your communication with the casino or the selfie request page, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

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 email addresses provided in your complaint thread.

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

I first requested a withdrawal on March 26. I had to provide the following documents: photo of ID, selfie with ID, Jeton eWallet confirmation, bank statement, selfie with paper and specific text, screenshot of the deposit, another selfie with paper and specific text, driver's license photo, another bank statement, and selfie with ID against the website background. All of these documents were accepted. However, the process was very stressful, as the casino always had little things to complain about. I've probably taken over 50 selfies by now.

The name of the unknown casino is "Surfplay Casino".

I'm attaching a screenshot of the email in which this was discussed. I'm also sending you the email correspondence. However, there are over 100 emails. I don't think it's worth reading through them all. I've also frequently communicated via live chat, but I don't have any screenshots.

ich habe die Auszahlung erstmals am 26.03 beantragt. Ich habe folgende Dokumente bereitstellen müssen: Foto von Ausweis, Selfie mit Ausweis, Jeton eWallet Bestätigung, Kontoauszug, Selfie mit Papier und spezifischen Text, Screenshot der Einzahlung, weiterer Selfie mit Papier und spezifischem Text, Bild von Führerschein, weiterer Kontoauszug, Selfie mit Ausweis vor dem Hintergrund der Website. Alle diese Dokumente wurden akzeptiert. Der Prozess war allerdings sehr anstrengend da das Casino immer Kleinigkeiten zu bemängeln hatte. Ich habe sicherlich schon über 50 Selfies gemacht.

Der Name des unbekannten Casinos lautet "Surfplay Casino".

Ich hänge den Screenshot der Mail in der das besprochen wurde bei. Ich sende dir außerdem den email verkehr. Allerdings handelt es sich dabei um über 100 mails. Ich denke nicht, dass es sinnvoll ist alle durchzulesen. Häufig habe ich auch über LiveChat kommuniziert, habe allerdings keine Screenshots davon.

Thank you very much, lolzgamer12099, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear lolzgamer12099,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cusco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you Cusco Team for the update! Please keep us informed when the review is over.

Dear lolzgamer, please should you have any new information, let us know.

Hello Martina,

I've been waiting for weeks now. The casino told me I'm fully verified. I'd prefer the timer be set for the casino and not for me. After all, we're all waiting for Cusco, not me.

Hallo Martina,

ich warte jetzt schon seit vielen Wochen. Das Casino hat zu mir gesagt ich bin vollständig verifiziert. Ich fände es besser wenn der Timer auf das Casino gestellt ist und nicht auf mich. Schließlich warten wir alle auf Cusco und nicht auf mich.

Sure!

Cusco Casino, please inform us, when the review is done and withdrawals are complete.

Thank you very much!

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.

Dear Martina and Casino Guru Team,

Thank you for your continued cooperation and for following up on the case concerning Player Michaela1910.

We would like to inform you that the player's request has been forwarded to our Risk and Compliance Department for further internal review. At this stage, we are awaiting their feedback and will share the outcome with you as soon as we receive an official update.

We appreciate your patience and understanding, and we remain fully committed to handling this matter with transparency and care.

Should you require any additional information in the meantime, please do not hesitate to reach out.

Warm regards,

Cusco Casino Team

Dear Cusco Casino Team,

please let us know once you have some outcome.

Thank you very much!

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.

Dear lolzgamer12099,

can you please give us an update? Have you received your withdrawals?

Hello Martina,

Why should I provide an update now and not the casino? No, of course I haven't received anything yet. There's no new information either. When I use live chat, they just say my withdrawal will be processed soon, which is obviously a lie, since I've been waiting for months now.

Hallo Martina,

warum soll ich jetzt ein Update geben und nicht das Casino? Nein, natürlich habe ich noch nichts erhalten. Es gibt auch keine neuen Informationen. Wenn ich im LiveChat heißt es nur dass meine Auszahlung bald bearbeitet wird, was aber offensichtlich eine Lüge ist da ich nun schon viele Monate warte.

Dear lolzgamer12099,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett