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I have submitted all the required documents for my identification. While the terms of use state that they accept bank statements as proof of address, mine is constantly being rejected. I have won a total of €2700 and the first withdrawal of €500 is constantly being returned to my balance due to "incomplete identification". The site also refuses to disclose its operating license.

Έχω υποβάλλει όλα τα απαιτούμενα έγγραφα για την ταυτοποίηση μου. Ενώ στους όρους χρήσης γράφουν ότι δέχονται bank statement ως αποδεικτικό διεύθυνσης, το δικό μου απορρίπτεται συνεχώς. Έχω κερδίσει συνολικά 2700€ και η πρώτη ανάληψη των 500€ μου επιστέφεται συνεχώς στο balance λόγω "μη ολοκληρωμένης ταυτοποίησης". Επίσης το σάιτ αρνείται να αποκαλύψει άδεια λειτουργίας .

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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.

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Dear Magnificenttt,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure 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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify the case:

• Could you specify what type of documents you have submitted for identification?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any specific reason from the casino for the rejection of your bank statements?
• Are there other forms of identification or proof of address that you could submit if necessary?

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

Petra