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Hello dear Casino Guru Team,

On March 13, 2026, I deposited €171 for an 88% up to €150 casino bonus.

Real money and bonus funds are separate at this casino. I was able to make a profit with my real money. I then cancelled the bonus.

While trying to apply for money, I discovered that

All payout options are blocked.

After contacting email support, I was informed that I needed to upload documents. On March 16, 2026, I uploaded all the requested documents to the verification page.

The support email also stated that the process could take up to 10 days and that I would be notified by email.

Since I still haven't been verified after 11 days and haven't received any notification, I've decided to file a complaint with Casinoguru. I hope they can help me resolve this issue.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 13.3.2026 habe ich 171€ für einen 88% bis zu 150€ Casino Bonus eingezahlt.

Echtgeld und Bonus sind in dem Casino voneinander getrennt. Mit meinem Echtgeld konnte ich dann einen Gewinn erzielen. Den Bonus habe ich storniert.

Beim Versuch Geld zu beantragen habe ich festgestellt, das

alle Auszahlungsmöglichkeiten gesperrt sind.

Auf Nachfrage beim Email-Support habe ich erfahren, das ich Dokumente hochladen muss. Am 16.3.2026 habe ich dann alle angeforderten Dokumente auf der Verifizierungsseite hochgeladen.

In der Support-Email stand auch, das der Prozess bis zu 10 Tage dauern kann und ich per Email benachrichtigt werde.

Da ich nach 11 Tagen immer noch nicht verifiziert bin und nicht benachrichtigt wurde, habe ich mich entschlossen bei Casinoguru eine Beschwerde zu eröffnen. Ich hoffe sie können mir bei der Klärung dieses Falls weiterhelfen.

liebe Grüße,

Michael

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.

Dear Popy71,

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 can 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. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please let me know 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?
• Have you made any successful withdrawals before?

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

Petra