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Not accepting bank statements with proof of purchase from NZ secure bank portal POLi pay. It comes under their merchant code ‘KeySpectr’ on my bank statement and they don’t accept it. POLi pay is not a website that you can log into and access transactions it is simply a secure bank portal.

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 bank statement the only document the casino has not approved during the KYC process?
• Have you tried submitting any other documents as proof of your deposits?
• The screenshot you attached to your complaint does not contain any personal information that would confirm that you are the owner of the payment method used to deposit money into this casino. Are you able to provide any alternative documents that include all the required information?

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

Hello, it looks like my account has now been verified however I haven’t yet received my withdrawal so I will update accordingly. Thanks

I'm glad to hear that your account has been verified. Please let me know once you receive your winnings, or if any problems occur.

Dear Zoe1,

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,
Veronika
Casino.Guru