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More than two weeks ago, I sent a photo of my ID card plus a photo of me with the card in my hand and the application open to confirm the kyc I was asked for. I find it unthinkable that it still hasn't been verified after all this time. It's not a huge amount, but it's something and I sent everything correctly.

Yours sincerely

J. N.

Há mais de duas semanas que enviei foto do cartão de cidadão mais um foto minha com o cartão na mão e aplicação aberta para confirmação do kyc que me pediram. Acho impensável ainda não ter sido verificado passado tanto tempo. Não é uma quantia grande mas é alguma coisa e enviei tudo direito.

Atenciosamente

J. N.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please answer the following questions:

• Have any of your identity documents already been verified by the casino?
• Did you make sure the photograph you sent is in the correct format, high quality, and high resolution, with all text clearly visible and easy to read?
• Has the customer support team explained the reason for the delay in processing your documents?
• When was the last time the casino contacted you regarding your account 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

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.

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Thank you for your patience, and stay safe.

Dear sirjoaoneves33,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.