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I've been waiting 3 weeks for them to finish my verification process, they've asked me for my statements in PDF format thousands of times and I've sent everything through email and the website.

It won't let me attach it now and I get an error in red. They asked me to send it to the email, I did, and I'm still waiting for my verification.

The live chat has no relation to the finance department.

They keep giving me generic answers and wasting my time.

Clearly they don't want to pay me.

I'm tired and annoyed

Don't put a single penny into this casino

Llevo 3 semanas esperando que terminen con mi proceso de verificación, me han pedido miles de veces mis cartolas en PDF y he enviado todo por todo correo y la pagina.

No me deja adjuntar ahora y me sale un error en rojo , me pidieron enviarlo al correo , lo hice y sigo esperando mi verificacion.

El chat en vivo no tiene relacion con el departamento de finanzas.

Me siguen dando respuestas genericas y me hacen perder el tiempo.

Claramente no me quieren pagar .

Estoy cansado y molesto

No metan un solo peso a este 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.

Stay safe.

Dear Monofit99,

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 understand your issue, please allow me to ask some questions.

• Have you accumulated your winnings with or without an active bonus?
• Could you please confirm how much money is pending in your account?
• 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

* Do not accumulate any bonus earnings.

* Outstanding amount: 960,000 Chilean pesos.

* I sent all the documents between April 14th and 17th, 2 have already been approved and I am waiting for the bank statement in PDF format to be approved, but I can't because I keep getting an error.

Yes, the format is correct, I attached it through the website and via email, but they keep giving me the same generic answers; clearly they don't want to pay me since they always put up obstacles.

.

* No acumule nuina ganancia con bono.

* Dinero pendiente 960.000 pesos chilenos.

* Envie todos los documentos entre el 14 y 17 de abril , 2 ya estan aprobados y falta que me aprueben la cartola de movimientos del banco en PDF , pero no puedo ya que me sale un error.

* Si, formato correcto, adjunte por la pagina y por el correo , pero me siguen contestando con las mismas respuestas genericas , claramente no me quieren pagar ya que ponen trabas siempre.

.

AND??

Y??

Thank you for the clarification, Monofit99. To better understand the situation and move forward effectively, I need a bit more information.

You mentioned receiving only generic responses from customer support. Please upload your correspondence with them so we can review it.

Since the casino’s system shows an error when you try to attach your bank statement, and support instructed you to send it by email, did they provide any explanation for this error? If possible, please upload the email you sent, including any replies, directly here in the thread. Alternatively, you may forward it to jean.s@casino.guru for review.

Dear Monofit99,

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,
Jean
Casino.Guru