Koru Casino - Pelaajan kotiutusprosessi viivästyy vahvistusongelmien vuoksi.

Hi, made deposit to this casino, about 500 euro (with crypto).

Received 100% welcome bonus.

Made wager, balance 2884 (now).

Made withdraw, casino asked verification.

Uploaded all what casino asked.

Then casino additional asked selfie with better quality and also elbow need to be visible.

Then casino asked me another ID document and asked me my VISA card photo. (How casino can ask visa card photo if this card is mine and

It doesn't affect them in any way. They wrote that they require verification of all payment methods used. But I didn't make a deposit with them from my card.

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 tikaispelem,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Could you please clarify which payment method you used to make deposits, and whether you've provided documents to verify it?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi! I made only one deposit, using crypto wallet.

First casino asked for verification, Id and proof of address. Which I uploaded.

And then one by one they ask something. Now swedbank card..

Thank you very much for your reply, tikaispelem. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Please check, seems I made forward.

In any case, I gave the casino everything they asked for, except for a photo of my card, which is in no way connected to them.

How can you demand a physical plastic card if you haven't made a deposit with it? There's no evidence that such a card even exists.

today again

Dear tikaispelem,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear tikaispelem,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Koru Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why you need a photo of this particular card from the player? Has there been any connection with his crypto deposits?

Thank you in advance for providing the information.

Hi casino Guru, you can check my screenshot, what casino answered on this question(Has there been any connection with his crypto deposits?).

Hello,

Dear Martina, we have sent you an email with detailed clarifications regarding this case and the current verification steps. We hope this information helps to better explain the reason behind the additional request made to the player. We remain available for any further questions or clarifications and will be happy to cooperate to move this case forward.

Thank you, Koru Casino, for providing the clarification.

Dear tikaispelem,

I understand that you may be feeling frustrated regarding the delay in your withdrawal. However, I kindly encourage you to comply with the casino's request for additional documentation for verification purposes, as mentioned in our previous conversation.

Once you have uploaded all the necessary documents, please do not hesitate to inform me.

Could you please tell me why they require a photo of my card which is not connected to this casino?

Dear tikaispelem,

I understand that this may seem unusual, but it is a standard procedure according to KYC regulations. To complete the verification, it is necessary for you to provide a photo of your card. Thank you for your cooperation.

Before, you asked casino why. Now without any answer it is okay to ask card photo. Whats will be next?

Photo of card uploaded 3 mniutes ago.

Dear tikaispelem,

thank you very much for your cooperation!

Dear Koru Casino,

Could you kindly provide us with an update at your earliest convenience? Thank you very much in advance for your assistance.

unlimited request of something.

Dear tikaispelem,

I understand that you may feel frustrated about the delay with your withdrawal. However, the casino is unable to verify documents in person, so additional documentation is required to ensure that the funds are released to the rightful owner.

I recommend that you comply with the casino’s request and upload the additional verification documents as soon as possible. Once all documents have been submitted, please let me know so I can follow up on your case.

This is just a circus. They keep asking for weird photos one by one. I'll take a selfie near my house now. There will be another request tomorrow. Do you think this is normal? It's clear the casino is deliberately delaying this.

If the casino doesn't have enough photos to fill the required list, then why is this request happening?

Why doesn't the casino request a list of the photos it needs?

Dear tikaispelem,

I can genuinely empathize with your feelings regarding this situation. It is indeed challenging when processes feel cumbersome.

Please understand that each casino has its own procedures for KYC verification. I have encountered a wide variety of practices in this regard. However, I want to assure you that the requirements being requested are legitimate and in accordance with regulatory standards. Thank you for your understanding.

Please let me know the outcome! Thank you so much in advance

they said after this selfie, they will approve my withdraw. I hope you'll respond, because I think this is a lie. This procedure is designed to prevent money from being withdrawn. If the goal was to verify something, they could have sent the entire list of required photos and documents.

Dear tikaispelem,

yes, I totally understand.

Can you please let me know once you send the photo to the casino? Thank you so much in advance

I uploaded a selfie as they asked. The casino said that after that, the account would be verified and they would confirm the withdrawal. Of course, this is a lie. This casino doesn't withdraw anything. Avoid scammers.

this is best what is possible to make. They demand that everything be visible, including the elbow and details on the document. I don't know where to get a camera that can do all this. It's absurd.

Dear tikaispelem,

thank you very much for posting them here as well.

Dear Koru Casino Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the tikaispelem´s verification process.

Please let us know at your earliest convenience.

They said the quality is bad and they do not see elbow. We have -15 temperature outside and I can not ask professional photographer to ask to make with some best quality. I asked friend to make photos with 17 phone... How is possibel to get better quality, I do not know..

Dear tikaispelem,

I believe I understand the situation. In the first photo, the information on your ID is clearly visible, but your elbow is not shown. In the second photo, your elbow is visible, yet the information on your ID cannot be seen. If you could take a photo that clearly displays both your elbow and the information on your ID, I think that the casino would find that sufficient. Thank you for your attention to this matter.

I don't know what kind of camera is needed to achieve such quality. They need an elbow, then the lens has to be moved so far back that the ID card quality becomes poor. Also, the house number needs to be visible...

I do not understood why, but seems all amount successfully withdrawed and casino disabled my account.

Dear tikaispelem,

That sounds like good news, doesn’t it? Thank you very much for letting me know.

If the casino has returned all of your funds and decided to close your account, unfortunately there is not much more we can do, as this falls within their rights.

I will go ahead and mark the complaint as "resolved" in our system. We truly appreciate your cooperation and confirmation. If you encounter any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We’re always here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services (not with casino´s) on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.