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Hello, this casino is suddenly demanding unusual verification information. I've already submitted my information, but they require a selfie with my ID in hand so their website can be seen in the background. The link seems dangerous. I was already verified, and today I received another email asking for clarification.

Hallo dieses Casino verlangt auf einmal ungewöhnliche Verifizierungs Daten ich habe bereits meine Daten eingereicht gehabt aber sie verlangen ein Selfie mit meinem Ausweis in der Hand um deren Website soll im Hintergrund zu sehen sein. Der link dazu scheint gefährlich zu sein. Ich war bereits verifiziert heute bekam ich eine weitere email bitte um Klärung

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

• Take photos in good lighting conditions.
• Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks for the answer but it says the website should be in the background that doesn't work without editing

Danke für die Antwort Aber da steht die Website soll im Hintergrund sein das geht nicht ohne zu bearbeiten

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

Dear LeeRock,

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