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Hello,

I would like to file a complaint regarding the ongoing issues with my address verification.

It has now been more than 3 weeks, and my documents continue to be rejected without a clear explanation. During this time, I have contacted Live Chat and support multiple times, but I still have not received a proper answer about what exactly is wrong or what additional document is required.

So far, I have already provided:

a bank statement containing my name, address, and date,

a bank account confirmation with my name, address, and current date,

and an official population register extract issued by the government confirming my residential address.

All of these documents contain the required personal and address information, and the government-issued extract should be considered an official proof of residence.

Despite this, my verification has been repeatedly rejected for 3 weeks without any meaningful explanation. At this point, the situation feels extremely frustrating and unprofessional. I genuinely do not understand what else I am expected to provide, especially when no clear guidance is being given.

I kindly ask you to escalate this matter and review my verification properly, as this issue has been unresolved for far too long.

Thank you.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is your proof of address the only document that has been rejected during the KYC verification process?
• Did you enter your full and correct residential address when filling out your casino profile?
• Did you upload your proof of address documents within the requested timeframe and in the correct format?
• Do you have any utility bill or phone bill issued in your name that could be used as proof of address?
• Could you please send me a screenshot of the verification section showing the reason why the documents you uploaded so far could not be approved for KYC?

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

Veronika