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Dear Sir/Madam,

I am writing to formally raise serious concerns regarding the ongoing delay in the verification of my account, as well as certain practices that have been communicated to me during this process.

I have been informed that account verification may be expedited if I remain active and continue playing. Additionally, I have been given explanations attributing delays to increased workload due to specific regional user volumes (for example, references to a high number of French users).

I have also come across similar explanations being provided to other users that we have a high number of players from Poland who are being prioritized for verification, which raises concern about the consistency and credibility of these justifications.

Further, it has been indicated that accounts may be deprioritized in the verification queue if users are not actively playing for a period of time. Conditioning verification on continued gameplay is concerning and raises questions regarding fairness and the integrity of the verification process. This is directly implied that either I lose money while playing or not get my money at all as they will prioritize my verification.

It has been 6 days and my accounts still remains in verification. I also wish to formally place on record that I have come across multiple user reports alleging unauthorized account activity during prolonged verification periods, including claims of random bets being placed until account balances are depleted, particularly in cases involving significant winnings. While I am not asserting these as proven facts, I am documenting that I am aware of such reports and will get the testimony of such players, if required to do so.

In light of the above, I request: Immediate completion of my account verification; A clear and specific explanation for the delay in my case; Written confirmation that my account is secure and will not be subject to any unauthorized activity; A definitive timeline for resolution.

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 nnnnnnbn,

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. However, we believe that casinos should process verifications as they come instead of prioritizing specific groups of players.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Which documents have you already submitted, and when did you send the most recent one?

I have already submitted - Driving license, and my selfie holding the ID.

These were the only two documents asked. Later they asked me a list of questions for enhanced security the questions are as follow:

0. Where did you first hear about the Casino?

1.What motivated you to create an account with us at that specific moment?

2.Did you sign up from your personal device or from a shared environment (workplace, student housing, etc.)?

3.When creating your account, did anyone help you or guide you through the registration process?

4.Could you share what payment method you typically use for online entertainment?

5.What city and country are playing from?

6.What is your nationality?

7.Do you usually access online platforms from the same device daily, or do you switch devices frequently?

8.Have you used any VPN, proxy, or privacy-related tools recently for security or personal reasons?

9.For compliance purposes, can you confirm that the account was created, accessed, and funded solely by you and not on behalf of any third party or group?

I have provided answer for all these promptly as well

Have you provided all the required documents in the correct format?

Yes, I have shared them in correct format.

Hello nnnnnnbn,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, nnnnnnbn. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear nnnnnnbn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru