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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 .

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 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

Hello, a while ago I received an email asking for a specific utility bill. However, I had uploaded a certificate of residence issued by the Municipality along with the bank statement (accepted according to their terms but rejected). Unfortunately, the only thing I can provide as a utility bill is a mobile contract, the bill of which will take a while to be sent to me (maybe even a month). Is it worth waiting for a mobile bill to be issued based on reliability or will I enter a kyc loop again?

Γειά σας, πρίν λίγο έλαβα ένα μειλ που μου ζητάει συγκεκριμένα utility bill. Ωστόσο ειχα ανεβάσει μαζί με το bank statement (αποδεκτό σύμφωνα με τους όρους τους αλλά απορρίφθηκε) και μια βεβαίωση κατοικίας εκδοθείσα από το Δήμο. Δυστυχώς το μόνο που μπορώ να παρέχω ως utility bill είναι συμβόλαιο κινητής, του οποίου ο λογαριασμός θα αργήσει να μου αποσταλεί (μπορεί και σε ένα μήνα). Αξίζει να περιμένω βάση αξιοπιστίας να εκδοθεί λογαριασμός κινητής ή θα μπω σε kyc loop πάλι;

Thank you for your message.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Have you received any updates from the casino regarding your verification or the requested documents?

Please let us know if there has been any progress or if the casino has provided further clarification on which documents would be accepted.

If there is any communication regarding your withdrawal request that you can share with us, please feel free to send it to petra.h@casino.guru or upload it directly to this thread.

Thank you in advance for your reply.

In the last email I received, they asked for a mobile account (my first account will be issued early to mid-May). I made my first withdrawal around March 23rd, having provided the requested documents. I have made a successful withdrawal in the past (of €140) before being asked for kyc. Every time the bank statement is rejected as proof of address, I get an automated email asking me for the same thing every time. My winnings are net without an active bonus.

Στο τελευταίο μέιλ που έλαβα μου ζήτησαν λογαριασμό κινητής (ο πρώτος λογαριασμός μου εκδίδεται αρχές με μέσα μαϊου). Την πρώτη ανάληψη έχοντας παρέχει τα έγγραφα που μου ζητήθηκαν την έκανα γύρω στις 23 Μαρτίου. έχω κάνει μία επιτυχημένη ανάληψη στο παρελθόν (των 140€) πριν μου ζητηθεί kyc. Κάθε φορά που απορρίπτεται το bank statement ως αποδεικτικό διεύθυνσης μου έρχεται αυτοματοποιημένο μέιλ που μου ζητάει τα ίδια κάθε φορά. Τα κέρδη μου είναι καθαρά χωρίς ενεργό μπόνους.

It should also be noted that other players like me are having problems with KYC at this casino.

Να σημειωθεί επίσης ότι έχουν και άλλοι παίκτες σαν εμένα πρόβλημα με το kyc στο συγκεκριμένο καζίνο.

Thank you for your reply and for providing the previous details, Magnificenttt.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Magnificenttt,

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.