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I have been tirelessly trying to withdraw my money for nearly 2 weeks now. I am constantly getting my withdrawals rejected because my documents are apparently incorrect. I have tried asking multiple times what documents are missing or incorrect and cannot get a reasonable answer from them. I have reason to believe this is not a legitimate casino.

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.

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Dear dm8385,

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.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you received any specific reasons or feedback from the casino regarding the rejection of your documents?
• Can you confirm whether your account has been verified previously?

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 I have sent front and back of my cards used for deposit. Bank statement within last 3 months, utility bill for proof of address within last three months, selfies with my passport, a close up of my passport and driving license and also statements and screenshots showing the most recent transaction. These have all been sent twice now with the latest being yesterday. They will not give me an explanation as to which documents are incorrect I just get told the withdrawl has failed and get asked to send the same list of documents again.

Is this being looked into please? They have cancelled my withdrawal again and asking for the same documents that I have already sent 3 times now

Dear dm8385,

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

Could you please clarify the following:

• Have you had any prior successful withdrawals from this casino?
• Could you please clarify when you submitted your verification documents, and when you requested the withdrawal?
• What withdrawal methods are you using (e.g., bank transfer, e-wallet, etc.)? Were these methods fully verified?
• Could you provide any additional communication you had with the casino, such as screenshots, emails, or chat records?

You can send all relevant documents to my email: petra.h@casino.guru, or post your screenshots directly to this thread.

Thank you again for your cooperation.

Hello, I have now received £500. I am just waiting for the rest of the withdrawal to finalise.

I’m glad to hear that you have received part of your withdrawal.

Apart from that, could you please clarify the following:

1. Are you a UK resident?
2. How were you able to register on this website? Could you please share a registration link or a link to the Casino site with me?
3. Are you still able to access your account and place bets?

Your answers will help us better understand your situation.

Hello I have logged out and logged back in fine but I do not want to try and place a bet as I am not risking losing any.ore money with this site. If I log out and try to register it now says they are not accepting players from the UK. However this was not the case when I registered the first time I did not get this error.

Thank you for the clarification. I appreciate your response.

Could you please let me know if there have been any updates regarding the processing of the remaining payment?

Thank you in advance for your reply.

Dear dm8385,

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,
Petra
Casino.Guru