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I won requested withdrawl asked for verification asked for payment method front of bank card with my name and back of card with card number my institution is CIBC and names are not on front of card so verification failed got a email from Mr bet supply pdf bank statement which I couldn’t i had to wait for my december which I GOT went to try and upload it wouldn’t let me was still asking for bank card info contacted customer support and this was when the run around started kept telling me the relevant department has to refresh my verification page that took about 5 days they sent an email that the page was refreshed which it wasnt whole process started again was on a chat for about an hour regarding this told me re do card info again now same everything is a stall tactic i have all the chat corispondence with them and all the email even pics of the verification page I understand the verification process but how can upload documents they requested if it doesn’t allow me to I pay for a service and I am getting the run around please help

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.

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Dear 1bade, 

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 G.

Dear 1bade,

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,
Attila
Casino.Guru