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Can you please help me get my account verified so I can receive my withdrawal. I get a lot of different answers in chat. Some say I am standard kyc approved, others say I am not. They say they have sent emails that I have not received. They say there is a difference between standard kyc and full kyc. One says one thing and another something else. I am getting nowhere here. The documents I have submitted have been approved for several days now. Withdrawals are on hold. I can send screenshots of conversations and emails. Regards Lene

Kan dere være så snille å hjelpe meg med å få min konto verifisert, slik at jeg kan motta mitt uttak. Jeg får mye forskjellige svar i chat. En mener jeg er standard kyc godkjent, andre mener jeg ikke er det. De sier de har sendt mailer jeg ikke har fått. De sier det er forskjell på standard kyc og full kyc. En sier en ting og en annen noe annet. Jeg kommer ingen vei her. Dokumentene jeg har sendt inn har stått som godkjent i flere dager nå. Uttak står på vent. Jeg kan sende inn screenshots av samtaler og mail. Mvh Lene

Dear J1990,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi. I had to send calls in several files to the email address you provided. I asked to get it in writing by email from the casino, but it took 60 days before you got it, they said. As you can see, one says that everything is ready to make a withdrawal, while others say it is not. While I am in chat, they ask for a new document, which has not been sent to me by email. Everything else they have asked for has been sent and approved on their side. The attachment I am adding here is the only thing they have asked for extra in addition to everything else I have submitted. This was approved early Saturday.

Hei. Jeg var nødt til å sende samtaler i flere filer til mailadressen du oppga. Jeg spurte om å få det skriftlig på mail av casinoet, men det tok 60 dager før man fikk det sa dem. Som du ser er det en som sier at alt er klart for å gjøre uttak, mens andre sier det ikke er det. Mens jeg sitter i chat så ber dem om ett nytt dokument, noe som ikke er sendt til meg på mail. Alt annet de har bedt om er sendt og godkjent på deres side. Vedlegget jeg legger til her er det eneste de har bedt om ekstra utover alt annet jeg har sendt inn. Denne ble godkjent tidlig lørdag.

Update. I have now received some of my money, but not all. I made one withdrawal of 14,000, but for some reason they split it into three payments. I am still waiting for 5,000. Will update again if or when I get the rest.

Oppdatering. Jeg har nå fått noe av pengene mine, men ikke alt. Jeg gjorde ett uttak på 14.000, men av en eller annen grunn delte de det opp i tre betalinger. Jeg venter fortsatt på 5000. Oppdaterer igjen om eller når jeg får resten.

Dear J1990, thank you for the information provided. Kindly update us on any further developments.

Greetings all,

According to our records, all the winnings have been paid out.

Dear J1990

Can you please confirm the money was well received?

Regards

I posted this in the wrong place, in the discussion thread.

and not here, my mistake. Sorry.

Update. I now have

received the remaining amount of my money. The case can now be closed as resolved. Thank you very much for your help, Casino guru🙏🏻

Jeg skrev denne på feil sted, i diskusjon tråden

og ikke her, min feil. Beklager.

Oppdatering. Jeg har nå

mottatt det resterende av mine penger. Saken kan nå lukkes som løst. Tusen takk for deres hjelp, Casino guru🙏🏻

Dear J1990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru