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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.

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Dear Vanisz24,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your address seems to be the only issue?
• Which document to verify your address have you provided, and when exactly?
• Has the casino requested any other documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, Kristýna, thank you for your help. The problem is not just with the address verification, but with the casino preventing me from completing any process. The system gives me errors, no one answers my emails, and the chat support (Viktor) only repeatedly assures me that the matter is being resolved, but nothing has changed. Questions: 1. Address verification is one of the problems, but the main one is the malfunction of their verification system. 2. I sent the documents for the address on 6.6., but I did not receive any feedback whether they are in order. 3. The casino asks me for documents that I have repeatedly sent, but the system does not accept them. I consider this behavior on the part of the casino to be a deliberate delay in withdrawing funds.

They also canceled my withdrawal of funds, which was before KYC, for the second time, and they claim that it was an external error, why the withdrawal was not made and why it was returned to their account.

Dobrý den, Kristýno, děkuji za pomoc. Problém není jen v ověření adresy, ale v tom, že kasino mi znemožňuje jakýkoliv proces dokončit. Systém mi vyhazuje chyby, na e-maily mi nikdo neodpovídá a podpora na chatu (Viktor) mě pouze opakovaně ujišťuje, že se věc řeší, ale se nic nezměnilo. K dotazům: 1. Ověření adresy je jedním z problémů, ale hlavní je nefunkčnost jejich ověřovacího systému. 2. Dokumenty k adrese jsem odesílal 6.6., ale nedostal jsem žádnou zpětnou vazbu, zda jsou v pořádku. 3. Kasino po mně požaduje dokumenty, které jsem opakovaně zaslal, ale systém je neakceptuje. Považuji toto chování ze strany kasina za záměrné zdržování výběru prostředků.

Zrušili mi i výběr financí, který byl ještě před KYC a to již po druhé a tvrdí ze je to externí chyba proč výběr nebyl proveden a proč byl vrácen k nim na účet.

Hello, Kristýna, thank you for your help. The problem is not just with the address verification, but with the casino preventing me from completing any process. The system gives me errors, no one answers my emails, and the chat support (Viktor) only repeatedly assures me that the matter is being resolved, but nothing has changed. Questions: 1. Address verification is one of the problems, but the main one is the malfunction of their verification system. 2. I sent the documents for the address on 6.6., but I did not receive any feedback whether they are in order. 3. The casino asks me for documents that I have repeatedly sent, but the system does not accept them. I consider this behavior on the part of the casino to be a deliberate delay in withdrawing funds.

They also canceled my withdrawal of funds, which was before KYC, for the second time, and they claim that it was an external error, why the withdrawal was not made and why it was returned to their account.

Dobrý den, Kristýno, děkuji za pomoc. Problém není jen v ověření adresy, ale v tom, že kasino mi znemožňuje jakýkoliv proces dokončit. Systém mi vyhazuje chyby, na e-maily mi nikdo neodpovídá a podpora na chatu (Viktor) mě pouze opakovaně ujišťuje, že se věc řeší, ale se nic nezměnilo. K dotazům: 1. Ověření adresy je jedním z problémů, ale hlavní je nefunkčnost jejich ověřovacího systému. 2. Dokumenty k adrese jsem odesílal 6.6., ale nedostal jsem žádnou zpětnou vazbu, zda jsou v pořádku. 3. Kasino po mně požaduje dokumenty, které jsem opakovaně zaslal, ale systém je neakceptuje. Považuji toto chování ze strany kasina za záměrné zdržování výběru prostředků.

Zrušili mi i výběr financí, který byl ještě před KYC a to již po druhé a tvrdí ze je to externí chyba proč výběr nebyl proveden a proč byl vrácen k nim na účet.

Thank you very much for your reply, Vanisz24. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Vanisz24,

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,
Kristina
Casino.Guru