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I was asked to verify my address, but they aren’t accepting my document. I sent a file they do accept (an internet bill) with my name and address, and I also requested an address change and explained the reason, just as they asked! But my address wasn’t changed, and my document was rejected! I don’t have any other file I can send! I also sent a current bank statement, but it was rejected!

Foi solicitado verificação, mais não estão aceitando meu documento, eu enviei um um arquivo que eles aceitam (fatura de internet) com meu nome e meu endereço, além disso solicitei a alteração do endereço e expliquei o motivo como me pediram! Mais não foi alterado endereço e foi negado meu documento! Eu não tenho outro arquivo que possa enviar! Mandei também uma conta ativo de um banco mais foi negado!

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 takes 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?

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,

Attila

The verification is complete, and now I'm waiting for the withdrawal! Thank you for accepting the complaint. I'm closing this for now, but if I have any problems with the withdrawal, I'll file another complaint! Thank you!

A verificação foi concluída, agora estou aguardando o saque! Obrigada pela aceitação da reclamação, estou encerrando por enquanto, se eu tiver problemas com o saque eu abrirei outra reclamação! Obrigado!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear evag,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila