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On May 31, I withdrew 1054 usd. They requested account verification on June 2. I uploaded everything they asked for. On June 6, they rejected the documents and asked me to upload a selfie with my passport and a separate photo of my passport. I uploaded them on June 6 and yesterday, June 10, they rejected them again. I think they are making fun of me. These photos show everything perfectly. Account verification takes up to 10 days, and withdrawal of money also takes up to 10 days in my case. Since May 31, I have not passed verification and have not received a penny. I ask for your help

31 мая поставил на вывод 1054 usd. Запросили верификацию аккаунта 2 июня. Загрузил всё что они просили. 6 июня отклонили документы и попросили загрузить селфи с паспортом и отдельное фото паспорта. Загрузил 6 июня и вчера 10 июня снова их отклонили. Мне кажется надо мной издеваются. На этих фотографиях всё прекрасно видно. Верификация аккаунта занимает до 10 дней, вывод денег занимает тоже до 10 дней в моём случае. С 31 мая я так и не прошёл верификацию и не получил ни копейки. Прошу вашей помощи

Dear ilyaxa111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, could you please provide more details by answering the following questions:

• What specific reasons were given for the rejection of your documents?
• Have you received any communication from the casino regarding the requirements for verification?
• Can you confirm if there were any issues with the photos you initially provided?
• Could you please forward me the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

On June 2, when I uploaded a photo of my passport, they were rejected because I edited it. But they themselves allowed me to paint over the passport number and series. On June 6, I provided a selfie with my passport and a photo of my passport without any editing (although they themselves had allowed it earlier). On June 10, they were rejected because they were not satisfied with the quality, allegedly glare and needed to be redone. Yesterday I uploaded it and I hope that this time they will be successful. Sent it by email

2 июня когда загрузил фото паспорта их отклонили по причине что я отредактировал. Но они сами разрешили мне закрасить номер и серию паспорта. 6 июня я предоставил селфи с паспортом и фото паспорта без каких либо редактирований(хотя они сами разрешили их ранее). 10 июня их отклонили так как их не устроило кач-во, якобы блики и нужно переделать. Вчера загрузил и надеюсь что в этот раз они пройдут успешно. Отправил на почту

Verification rejected again. They are again not satisfied with my photo with the passport. The photo was taken in good lighting without glare on the iPhone 15 Pro Max camera

Снова отклонили верификацию. Их опять не устраивает моя фотография с паспортом. Фото сделано при хорошем освещении без бликов на камеру iphone 15 pro max

Account successfully verified. 1 of 7 transactions successfully processed, funds received. Please do not close the complaint until the funds are fully withdrawn.

Аккаунт успешно верифицирован. 1 из 7 транзакций успешно обработана, деньги поступили. Прошу не закрывать жалобу до полного вывода средств

Thank you for the updates. I'm glad to hear that your account has now been verified. Of course, we can keep this complaint open until you receive all your pending withdrawal requests. Please feel free to reach out with any new developments or updates—we’ll be here to assist further if needed.

The news is not very good. The casino is mocking me. Today I raised my balance to 130,000 rubles and decided to create withdrawal requests. At the moment, requests have been created for the amount of 70,500 rubles and I cannot create another 60,000 to withdraw, since the withdrawal limit is 5,000 rubles per day). This is mockery. That is, I have to wait 10 days for them to withdraw 5,000 rubles. In 13 days of waiting, I received only 3,500 rubles out of 83,000 that were for withdrawal. I ask you to act on their actions, which are contrary to moral principles. This all looks very selfish and the only goal is for me to lose all my funds without waiting for the withdrawal

Новости не очень. Казино издевается надо мной. Сегодня я поднял баланс до 130 000 рублей и решил создать заявки на вывод. В данный момент созданы заявки на сумму 70 500 рублей и ещё 60 000 я не могу создать вывести, так как лимит на вывод 5 000 рублей в день). Это издевательство. То есть я должен ждать 10 дней когда мне выведут 5 000 рублей. За 13 ожидания я получил всего лишь 3 500 рублей из 83 000, которые были на выводе. Прошу вас подействовать на их действия, которые идут в разрез с моральными принципами. Это всё выглядит очень корыстно и единственная цель - это чтобы я проиграл все свои средства, так и не дождавшись вывода

At the moment my balance is 218,000 rubles (2733 usd). During 14 days of waiting for withdrawal, only 1 request was processed for the amount of 3,000 rubles (38 usd). According to the rules, if the total amount of withdrawals is less than 100,000 rubles (1254 usd), then withdrawal requests are processed within 10 days. Account verification was requested on June 2 and ended on June 12. Withdrawal requests were created on May 31. If you do the math, all withdrawal requests should be processed on June 20. A new problem has appeared. I can't create new withdrawal requests. The last request was for 5,000 rubles, because the payment system didn't allow a larger amount. Please help, at this rate I'll only withdraw all the money by early autumn or later.

I sent 4 screenshots to your email veronika.f@casino.guru

In the end, I lost my entire balance. I withdrew 3,000 rubles in 16 days. The project delays withdrawals so that a person loses them while waiting. They also set limits on withdrawal of 5,000 rubles per request. Extremely unfair conditions and they are made so that a person does not wait for the win and loses everything.

В итоге я проиграл весь баланс. За 16 дней мне вывели 3 000 рублей. Проект затягивает выводы, чтобы человек проигрывал их в ожидании. Ещё и поставили лимиты на вывод 5 000 рублей одной заявкой. Крайне не справедливые условия и они сделаны так, чтобы человек не дожидался выигрыша и проигрывал всё.

Dear ilyaxa111,

I’m sorry to hear that your entire balance has been lost. Since the funds were lost during regular gameplay, we are unable to mediate the complaint any further or help recover the funds. Therefore, we will now proceed to close this complaint.

Thank you for bringing this issue to our attention. If you experience any new problems with this or another casino, you’re always welcome to reach out to us again.

Best regards,

Veronika

Casino.Guru Team