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I am honestly at my limit with this situation. I have been waiting for more than a week for my new payment method to be verified, and this process has turned into a complete nightmare. Every time I upload the document they request, it gets rejected with the same excuse - that I supposedly submitted a document showing a different deposit than the one they asked for.

And every single time it's rejected, I’m told to wait another 24–48 hours. So instead of fixing the problem or giving me clear instructions, support just asks me to wait. I am tired, frustrated, and honestly shocked by how unprofessional and inefficient this process is. I just want my payment method verified so I can access my money

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Dear NewellB87,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure 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. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• What type of payment method is being verified (e.g., bank account, card, e-wallet)?

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

I made my deposit using a crypto wallet and I just want to withdraw my funds to the same wallet. I already submitted my ID and a payment document to verify my address and both were accepted without any issues. Now I’m just waiting for my e wallet to be verified.

Thank you for your reply and for providing the previous details, NewellB87.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear NewellB87,

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