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Let me explain what's been happening. A few days ago, I started the payment method verification process because I have a withdrawal of 1,200,000 in progress. Initially, I mentioned that my card was an electronic checkbook from Banco Estado, and asked how I should proceed if I could send a screenshot covering the CVV. However, support told me I had to send a bank statement. I sent one from November, as they said it had to be from the last month, but it was rejected because the deposit wasn't shown. I asked again, and they told me I had to send the bank statement showing the last deposit I made, which was on October 30th. This was also rejected, even though the deposit was visible on the card they were requesting in my name. They said it was rejected because they were asking for photos of the card, but support kept telling me to upload bank statements. I contacted support again and explained that they had rejected my documents because they needed the card itself, and asked how I should send photos if the card was electronic. I sent the image to support to see if it was valid. I followed the instructions correctly and they told me to send it now, however, the support chat closed and I can't access my account either. I contacted support again and they told me no

They could give me information through this channel, I contacted them by email and they haven't responded or given me an explanation either. I want to emphasize that at all times the previous deposits and withdrawals were made to the

same account, meaning mine, the account holder's account; the rest of the verification process was also complete, so I don't understand.

Because they aren't responding to me or giving me an explanation. I'll attach the conversations with support, the moment before they closed the chat, and what my account looks like when I try to log in.

le explico lo que está pasando hace unos días empecé con la verificación del método de pago ya que tengo en proceso un retiro por 1.200.000 en primera instancia comenté que mi tarjeta era una chequera electrónica del banco estado, que como debía hacerlo si podía mandar una captura tapando el cvv, sin embargo los de soporte me dijeron que debía enviar una cortola, lo hice del mes de noviembre ya que dijeron de debía ser del último mes, lo rechazaron ya que no salía el depósito, nuevamente pregunté y me dijeron que debía enviar la cartola donde se viera el último depósito que hice que fue el 30 de octubre, que nuevamente salió rechazado a pesar de que se veía el depósito con tarjeta que estaban solicitando a mi nombre, pero me dijieron que había sido rechazado por que me pedía fotos de la tarjeta, pero fueron los de soporte me decía que subiera cartolas, me volví a contactar al soporte y le dije que me habían rechazado los documentos ya que ellos necesitaban la tarjeta que como debía enviar fotos si la tarjeta era electrónica, le envié la imagen al de soporte para saber si está de forma correcta y me dijo que sí que la enviara ahora sin embargo se me cerró el chat de soporte, y tampoco puedo ingresar a mi cuenta. Me contacté con soporte nuevamente y me dijeron que no

podían darme información por este medio, me contacté por correo electrónico y tampoco me han respondido ni dado una explicación, quiero destacar que en todo momento los depósitos y retiros anteriores se hicieron a la

misma cuenta es decir mía la del titular, el demás proceso de verificación también estaba completo así que no entiendo

porque no me responden o quieren darme una explicación. Adjuntare las conversaciones con soporte y el momento antes de que me cerraran el chat y como se ve mi cuenta al momento de tratar de ingresar

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.

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Dear Lorena.22,

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. It is also very common to ask for additional documents even if the account has been verified previously.

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

• Do I understand correctly that verifying your payment method seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

I 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,

Kristina

Hi, yes, that's the only problem I've had. My identity verification was complete, as was my proof of address. I've attached an image of what my account looks like when I try to log in. After closing that, the account is automatically closed, and I can't even see my balance.

Hola si solo he tenido problemas por eso, la verificación de identidad estaba completa al igual que el comprobante de domicilio, adjunto imagen como se ve mi cuenta al tratar de ingresar luego de cerrar eso se cierra automáticamente la cuenta, donde no puedo ver ni siquiera mi saldo

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lorena.22,

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,
Kristina
Casino.Guru