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Delaying tactics during verification after major win

I have played at this casino before and received payouts, albeit often with delays. However, since I had a larger win, the casino has been blocking the payout under the pretext of account verification.

The problem:

Although I have submitted all the required documents multiple times via the portal and by email, my account still shows the status "not verified" (red marker). The system prompts me to upload them, but no longer lists any missing documents.

Previous communication:

I've been contacting support via chat and email for weeks. I keep getting standard replies saying the process "still needs time." Since no concrete information is missing and my submissions are being ignored, I see this as a deliberate stalling tactic.

I am requesting support from Casino Guru because the casino is delaying the payout of my rightful winnings without any comprehensible reason.

Thank you in advance.

Hinhaltetaktik bei Verifizierung nach Großgewinn

​Ich habe bereits zuvor in diesem Casino gespielt und Auszahlungen erhalten, wenn auch oft verzögert. Seit ich jedoch einen größeren Gewinn erzielt habe, blockiert das Casino die Auszahlung unter dem Vorwand der Kontoverifizierung.

​Das Problem:

Obwohl ich alle erforderlichen Dokumente mehrfach über das Portal und per E-Mail eingereicht habe, zeigt mein Konto weiterhin den Status „nicht verifiziert" (rote Markierung). Das System fordert mich zum Upload auf, listet aber keine fehlenden Dokumente mehr auf.

​Bisherige Kommunikation:

Seit Wochen kontaktiere ich den Support per Chat und E-Mail. Ich werde ständig mit Standardantworten vertröstet, dass der Prozess „noch Zeit benötigt". Da keine konkreten Informationen fehlen und meine Einreichungen ignoriert werden, sehe ich darin eine gezielte Hinhaltetaktik.

​Ich bitte Casino Guru um Unterstützung, da das Casino die Auszahlung meines rechtmäßigen Gewinns ohne nachvollziehbaren Grund verzögert.

Vielen Dank im Voraus

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