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My account verification is taking really long have been waiting almost 2 weeks now

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 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.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I provide my 3 month bank statement and I'd if im correct it sent it in the 25 December

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the verification requirements or other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear Morgan1238,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru