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Ladies and Gentlemen

The KYC verification process has been running for about two weeks. I'm being given the runaround every day and receiving no answers. I can't get any help in the live chat. I also receive no response to emails sent to support.

I am requesting support, as approximately €25,000 still needs to be paid out.

Thank you in advance!

Best regards

Dennis

Sehr geehrte Damen und Herren,

seit ca. 2 Wochen wird die KYC-Verifizierung durchgeführt. Ich werde jeden Tag hingehalten und erhalte keine Antworten. Im Live-Chat kann mir nicht geholfen werden. Per Mail an Support, erhalte ich ebenfalls keine Antworten.

Ich bitte um Unterstützung, da noch ca. 25.000 € ausgezahlt werden müssen.

Vielen Dank im Voraus!

Liebe Grüße

Dennis

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 Kohlharry,

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.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Jean

Did you achieve your winnings with or without an active bonus? Without an active bonus

Could you please tell me which documents you have already submitted and when exactly you sent the last one? Registration certificate, identity card, and proof of card payment.

Did you submit all the required documents as quickly as possible and in the correct format? Yes, according to support, all documents were submitted.

I understand that the KYC procedure is very important, however, a duration of approximately 2 weeks is far too long.

Thank you in advance for your help!

Best regards

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus erzielt? Ohne aktiven Bonus

Könnten Sie mir bitte mitteilen, welche Dokumente Sie bereits übermittelt haben und wann genau Sie das letzte Dokument gesendet haben? Meldebescheinigung, Personalausweis und Nachweis der Karte (Zahlung)

Haben Sie alle erforderlichen Dokumente so schnell wie möglich und im korrekten Format eingereicht?Ja, alle Dokumente wurden laut Support eingereicht.

Ich verstehe dass das KYC Verfahren sehr wichtig ist, jedoch ist eine Dauer von ca. 2 Wochen deutlich zu lange.

Vielen Dank für Ihre Hilfe im Voraus!

Liebe Grüße

To understand better of your issue, please allow me to ask additioanal information.

• What types of games did you play to accumulate your winnings?
• When was the last time the casino communicated with you regarding the verification of your account?
• Please forward me the documents you sent to the casino that are still under review at jean.s@casino.guru.

Thank you in advance for your reply.

Hello,

Thank you so much for your support.

Answer to your questions:

Which games did you play to win your money? Sizzling Hot Deluxe

When did the casino last contact you regarding the verification of your account? I keep trying via live chat, but I only ever get the same response: that I should be patient while it's being reviewed.

Please forward to me the documents you sent to the casino that are still under review . jean.s@casino.guru further.

You will receive the email from me.

I hope we can resolve the problem soon, as it has been going on for over two weeks.

Thank you so much for your help in this matter!

Hallo,

vielen Dank erstmal für die Unterstützung.

Antwort auf ihre Fragen:

Welche Spiele haben Sie gespielt, um Ihre Gewinne zu erzielen? Sizzling Hot Deluxe

Wann hat das Casino zuletzt mit Ihnen bezüglich der Verifizierung Ihres Kontos Kontakt aufgenommen?Ich versuche es immer wieder per Live Chat, aber es kommt immer nur eine Antwort das ich mich gedulden soll und es geprüft wird.

Bitte leiten Sie mir die Dokumente, die Sie an das Casino geschickt haben und die sich noch in Prüfung befinden , an jean.s@casino.guruweiter.

Die Mail erhalten Sie von mir

Ich hoffe wir können das Problem zeitnah lösen, da es sich bereits seit über 2 Wochen zieht.

Vielen Dank für Ihre Hilfe im dem Fall!

Dear Kohlharry

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Thank you so much for your help in this matter; I am very pleased that you are supporting me.

Vielen Dank für Ihre Hilfe in diesem Fall, ich freue mich sehr, dass Sie mich dabei unterstützen.

Dear Kohlharry,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Dudespin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Dudespin Casino representative to join this conversation and participate in resolving this complaint.

Dear Dudespin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.