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Hello, I have requested a withdrawal since 6/11/2025. I have made a withdrawal in the past without any delay. My money was received within two or three days. In my last withdrawal, after 15 days, the casino asked me to verify my identity. So I sent the documents and they took another 10 days to check them. Then they told me that two of the documents I sent them were invalid. I corrected them and sent them back. Since then, I have not received any response. I enter the live chat almost daily and they keep telling me the same thing. On the casino site, they say that verification takes up to 24 hours. Keep in mind that I did not use bonus money, it was a pure deposit.

Γεια σας έχω ζητήσει ανάληψη από τις 6/11/2025 Έχω κάνει ανάληψη στο παρελθόν χωρίς κάποια καθυστέρηση τα χρήματα μου έμπαιναν εντός δύο ή τριών ημερών στην τελευταία μου ανάληψη λοιπόν μετά από 15 μέρες μου ζήτησε το καζίνο να κάνω ταυτοποίηση Έστειλα λοιπόν τα χαρτιά και έκαναν άλλες 10 μέρες να μου τα ελέγξουν έπειτα μου είπανε ότι δύο από τα χαρτιά που τους έστειλα δεν ήταν έγκυρα τα διορθώσα και τους τα ξανα έστειλα Από τότε δεν έχω λάβει κάποια απάντηση μπαίνω σχεδόν καθημερινά στο live chat και μου λένε συνέχεια τα ίδια και μέσα στο site του καζίνου λένε ότι η επαλήθευση κρατάει ως 24 ώρες Υπόψιν ότι δεν χρησιμοποίησα μπόνους χρήματα ήταν καθαρή κατάθεση

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent ones?
2. Which of your documents were rejected during the KYC?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. What types of games did you play at this casino?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

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.

Hello, I have submitted my ID, the card I used to deposit, a selfie, and a bank statement to show the deposit. The papers that were not accepted were my fault. I corrected them and sent them again. It was the selfie. And the bank paper was monthly and not quarterly, but after I sent them again when they were requested, the casino continues to delay excessively, telling me in the chat that I did not play with a bonus at the casino and all the money was won. I am waiting for two withdrawals of €500 on the slots, which were made on November 6 and 7. Thank you.

Γεια σας έχω υποβάλει την ταυτότητα μου την κάρτα με την οποία έκανα κατάθεση μία selfie Και ένα Εκαθαριστικό τραπέζης ώστε να φαίνεται η κατάθεση τα χαρτιά τα οποία δεν έγιναν δεκτά ήταν από δικό μου λάθος τα διόρθωσα και τα ξανα έστειλα Ήτανε η selfie Και το χαρτί της τράπεζας ήταν μηνιαίο και όχι τρίμηνο αλλά αφού τα ξανα έστειλα όταν μου ζητήθηκαν συνεχίζει το καζίνο να καθυστερεί υπερβολικά λέγοντας μου στο chat συνέχεια τα ίδια στο καζίνο δεν έπαιξα με bonus και όλα τα χρήματα κερδήθηκαν Στα φρουτάκια περιμένω δύο ανάληψης των 500 € οι οποίες έγιναν 6 και 7 Νοεμβρίου Ευχαριστώ

I forgot to mention that I sent the papers on November 17th and then the corrected ones on November 26th.

ξέχασα να αναφέρω οτι τα χαρτιά τα εστειλα στις 17 νοεμβριου και και μετα στης 26 νοεμβριου τα διορθωμενα

Hello EVI92,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for your patience while I was away from the office.

To continue with the investigation, please forward all communication between you and the casino's customer support regarding the verification of your account to veronika.f@casino.guru. Kindly include all evidence that could be helpful and relevant to us. I appreciate your cooperation.

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

Dear EVI92,

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,

Veronika