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My account the casino 27 November next day accessible block due verification i passed zumio verification but CASINO kyc team my documents under review after 24 hours my documents all rejected and 24 day go I am every 2 day send email remove the account verification pop up but not replying 1 e-mail i sent i need to change my email address but not replying

The casino service support very bad

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 this complaint. I’m sorry to hear about the difficulties you’re experiencing, and I’ll do my best to clarify the situation.

To better understand your case, could you please provide the following information:

• Has the casino specified the reason why your documents could not be approved during the KYC process?
• Which documents did you submit for verification? If possible, please forward copies to me as well at veronika.f@casino.guru.
• What types of games did you play at this casino (for example, slots, live casino games, or sports betting)?
• Is your account currently still open, or has it been closed by the casino due to the failed KYC verification?

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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. Casino not replying me any email regarding verification all 25 day I sent more than 15 emails

2. I am submitting my documents site and all documents send kyc department email also note my documents is all ready verify casino sam owner and sister site casino

3. I am playing sports betting

4. Yes My account is currently but not accessible my account verification pop up showing

Hello Sachin989,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me the documents you sent to this casino for verification at veronika.f@casino.guru. Thank you for your cooperation.

Dear Sachin989,

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,

Veronika

Casino.Guru