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I made a very large profit at the casino in question, but in the meantime the verification process has started and despite having sent all the documents requested, the casino is still stalling and not answering my questions about what is missing for them to approve the account.

Obtive um ganho muito grande no casino em causa, entretanto desencadeou o processo de verificação e apesar de ter enviado todos os documentos solicitados o casino continua a enrolar e a não responder às minhas perguntas sobre o que falta para aprovarem a conta.

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.

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Stay safe.

Dear Rafa1988,

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.

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

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

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

Best regards,

Kristina

I have already sent my ID card, bank statement and 2 proofs of address (from the Portuguese government and the internet bill).

the casino doesn't reply to emails and support only sends verification to the area indicated on the website which has no indication of whether or not it has been received or approved.

Já enviei Cartão de cidadão extrato bancário e 2 comprovativos de morada(do governo de portugal e a fatura de internet).

o casino não responde aos emails e o apoio remete a verificação apenas para a zona indicada no site que não tem qualquer indicação se foi ou não recebido ou aprovado

as you can see i had a huge win at the casino and that's why they are blocking my verification.

If you can help me I can give Casino Guru a good sponsorship.

como podem ver tive um ganho enorme no casino e por isso que eles estao a bloquear a minha verificação.

Se me conseguirem ajudar posso dar um bom patrocinio ao Casino Guru.

Thank you very much for your reply, Rafa1988. 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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rafa1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina