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Verification keeps switching between "do not verify" and "I don't need to verify," and support keeps telling me I'm supposed to receive an email. However, I haven't received any emails, neither in my inbox nor my spam folder.

Verifikation springt ständig von nicht verifizieren auf ich muss mich nicht verifizieren,suport verweisst mich ständig darauf das ich angeblicheine email bekommen soll.weder im eingang noch im spamm sind emails bei mir angekommen

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 Kaesekuchen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a crucial and essential process, during which the casino ensures 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. To clarify your case:

• Can you please confirm the exact date when you initiated your withdrawal?
• Have you ever received any communication/notification from the casino regarding your withdrawal or verification process?
• Have you checked the verification requirements for your account? If so, what are they?

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

Dear Kaesekuchen,

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,
Petra
Casino.Guru