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Hello. I've been trying to make a withdrawal from my account, and I'm being asked to verify the account.

I've sent everything requested and they keep rejecting my transaction screenshot because they say the company name isn't visible, even though the screenshot shows a big "big" sign, which is the name of the e-wallet.

Hola. He intentando hacer un reintegro de mi cuenta y me piden verificar la cuenta para ello.

He enviado todo lo solicitado y me rechazan una y otra vez la captura de la transaccion porque dicen que el nombre de la empresa no se ve,cuando en la captura aparece jeton en grande que es el nombre del monedero electronico.

Hello,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the deposit receipt seems to be the only issue?
• Could you please clarify which documents you have already provided apart from the deposit receipt? Have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent proof of identity verification which was accepted.

The problem arose with the deposit verification. They told me that not all the requested information was included, and they rejected all my withdrawals. I sent several screenshots so everyone could see everything they asked for, but in the end, they still haven't told me if the account is verified, so I tried to withdraw the money.

After doing so, they rejected it again, saying that the withdrawal can only be a maximum of 600. I've currently made a withdrawal of less than 600 to see if they finally approve it.

Envie una prueba de verificacion de mi identidad que fue aceptada.

El problema vino con la prueba de depositos que me decian que no estaban todos los datos que me pedian rechazando todos los retiros que efectuaba. He enviado diversas capturas para que se pueda ver todo lo que me piden,finalmente siguen sin decirme si esta verificada la cuenta y probe a retirar el dinero.

Despues de hacerlo,me lo vuelven a rechazar diciendo que el retiro solo puede ser maximo de 600. Actualmente he hecho un retiro de menos de 600 a ver si finalmente me lo aprueban ya.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

After submitting everything required and being denied the withdrawal for exceeding their maximum, I made a withdrawal of 590, which was accepted and sent to my account.

A few days later, I made a withdrawal of 327 euros, and they rejected it without sending me any message explaining why they had rejected it. I don't understand why, if I've sent them everything they asked for verification and they've already accepted one withdrawal, they reject another one again without any justification.

Despues de enviar todo lo requerido y rechazarme el retiro por pasarme de su maximo. Realice un retiro de 590 que fue aceptado y enviado a mi cuenta.

Despues en unos dias realice retiro de 327 euros y ellos me lo rechazaron sin haberme enviado ningun mensaje de que porque me lo habian rechazado. No entiendo porque si les he enviado todo lo que me pidieron para verificar y ya me habian aceptado un retiro vuelven a rechazarme de nuevo otro sin ninguna justificacion.

Have you requested the withdrawal again? Could you please post a screenshot of your withdrawal history here in this thread?

Have you tried contacting the casino regarding the rejected withdrawal? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Finally, after asking me for a selfie with my ID, they verified my account and accepted my withdrawal.

Thank you for your help and attention.

Finalmente despues de pedirme una foto selfie con mi identificacion, verificaron mi cuenta y aceptaron mi retiro.

Gracias por su ayuda y atencion.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear robentt,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina