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Subject: Verification Issue – Documents Repeatedly Rejected

Dear CasinoGuru Support Team,

I am contacting you regarding an ongoing verification issue with my casino account.

The casino’s support team keeps requesting new photos/documents for the verification process, but they repeatedly reject the documents I submit. Because of this, my account has still not been verified and my withdrawal is being held.

I have followed their instructions and provided the requested documents, including a photo of my ID and the additional handwritten note with the date and the required information. However, the documents continue to be rejected without a clear explanation of what exactly is wrong with them.

I would appreciate it if you could look into this situation and help me resolve the verification issue. I simply want to complete the KYC process properly and receive my legitimate withdrawal. Everything else have bern verified.

I can provide screenshots of my communication with the casino and any other relevant information if necessary.

Thank you for your assistance. I hope this matter can be resolved as soon as possible.

Kind regards,

Mark

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted any other documents for the verification of your account apart from the selfies with your ID and the handwritten note?
• From the screenshot you uploaded with your complaint, it appears that one of your selfies with your ID has already been approved. Are you still being asked to provide a photograph with a handwritten note?

Please note that when you upload selfies with documents to the casino for verification, all information on the documents should be clearly visible and easy to read. The image should not be blurred or of low resolution or quality, your face should not be covered by the document, and all four corners of the document should be visible. Some casinos may also require your elbow to be visible in the photograph.

• Have you contacted the casino's customer support to ask why the documents you provided were not accepted for verification?
• What types of games did you play to accumulate the winnings you have been trying to withdraw?

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,

Veronika

Dear Mfulyy,

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.