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Hello, unfortunately, I can't verify my identity. I've submitted all the documents, but they're rejected every time. Even taking screenshots of the deposit was not approved, but a photo of my ID card was accepted. I'm really at a loss.

Hallo, ich kann mich leider nicht verifizieren. Ich habe alle Unterlagen einreicht jedes Mal werden sie abgelehnt auch Screenshots von der Einzahlung gemacht wurde nicht genehmigt Bild vom Personalausweis wurde akzeptiert . Bin echt ratlos

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Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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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 take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Were you in contact with casino support regarding the issue? Have you received any guidance on what issue from support?

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,

Tomas

I uploaded my ID and everything was accepted. I uploaded various things, including proof of electricity and proof from my insurance company that I had made the payment, but everything was not approved. I cannot open a new chat. I have already written to support about the problem but unfortunately they were not able to help me and it is not a small amount of money either. I submitted everything promptly.

Ich habe meinen Ausweis hochgeladen wurde alles akzeptiert ich habe diverse Sachen hochgeladen Strom Nachweis auch selbst von meiner Versicherung das ich die Einzahlung getätigt habe wurde alles nicht genehmigt ich kann auch keinen neuen Chat eröffnen habe das Problem schon einmal dem Support geschrieben aber konnten leider mir auch nicht weiterhelfen und wenig Geld ist es auch nicht habe alles zeitnah eingereicht

Thanks for your reply.

• Could you please share your exchange with casino support regarding the issue to my email at tomas@casino.guru?

I apologize for the inconvenience.

Dear Lauriee,

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

Dear Lauriee,

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,

Tomas