Kush Casino - Pelaajan kotiutus viivästyy ja varat estetään.

They don't want to verify, they say it's only on the website and the maximum limit is 7MB. They didn't accept the cropped, compressed photos. I sent the originals by email, and even the video from an iPhone 16 Pro Max.

I sent everything by email, they don’t answer anymore 🙁

User#4177093

#4177093

Everything was provided, there were refusals!

1.

You received all the photos on the site - just compressed, because you do not accept photos over 10 MB original

You received original uncompressed photos via email, but they refused, citing that you can only do it through the website.

I think the delay in verification is deliberate, and it's also impossible to complete it even through an alternative method via email.

2.

You can also refuse to block funds before withdrawal on any website, and the exclusion itself is for a certain period.

All conditions were fully met and there are full grounds for a refund!

The account wasn't banned due to a request in the chat; I provided screenshots.

Acc was not banned by my req on the chat added photo

I want get refund 122,000 rub!

Не хотят верифицировать говорят сначала только на сайте а лимит 7мб максимум — урезаные жатые фото не приняли — оригиналы на почту кинул и видео даже с айфона 16про макс

Выслал все на почту не отвечают больше 🙁

User#4177093

#4177093

Было все предоставлено были отказы!

1.

Вы получили на сайте все данные фото — просто сжатый ибо вы не принимаете фото от 10мб оригинал

Вы получили при помощи email оригинальные не сжатые фото, но отказали сославшись только через сайт делайте

Считаю умышленным затягивание верификации и так же не возможность пройти ее даже альтернативным способом через почту

2.

Так же отказ в блокировки до вывода средств ее можно сделать на любом сайте хотеть и само исключение на определенный срок

Полностью все условия были соблюдены и основания полные для вывода возврата средств есть!

акаунт не был забанен по запросу в чате скрины преложил

Acc was not banned by my req on the chat added photo

I want get refund 122 000 rub!

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 your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Are the funds still in your casino balance, or have you already played with them?
• Have you ever informed the casino that you were experiencing gambling problems?
• Could you please provide a timeline of the events? In particular, when did you submit your verification documents, when were they rejected, and when did the issue with your funds occur?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

"Are the funds still in your casino balance, or have you already played with them?"

I have lost all after day of request ban to not lose it as u can see on the photo on chat

"Have you ever informed the casino that you were experiencing gambling problems?"

Yes as you can see on photo - request to block until complete withdrawal

Could you please provide a timeline of the events?

So after deposit about 80 000 rub i won balance to 122 000 after trying cashout they ask KYC

for like a day they are not take my photos on website and chat website and via email support

and after all reject to kyc and cashout money i told on the chat support to ban me until complete withdrawal !

Thank you for your response.

Unfortunately, based on the evidence I was able to review, there were no explicit gambling problems communicated to the casino prior to the loss of funds. Kindly be aware that gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Further, In case you don't receive any response to your responsible gambling issues from live chat support, it's imperative to contact the casino via different communication channels in scenarios where support overlooks your request.

Consequently, we cannot ask the casino for a refund of money lost in gambling in your case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.