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I can't withdraw money, the endless verification process has been going on for a month, it takes weeks to get a response, all the requested documents have been sent and they are asking for new ones again, how long will this continue, the endless verification and while it's ongoing I can't withdraw money

Невозможность вывода денег, бесконечная верификация, которая тянется уже месяц, на ответы уходят недели, все запрашиваемые документы были отправлены и снова требуют новые, как долго все это будет продолжаться, бесконечная верификация и пока она идёт я не могу выводить деньги

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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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Dear Facelesss,

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 accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

OK, I understand that verification is an important step. I haven't sent the final document yet because I don't have it yet, but I will soon. However, when I ask directly how long I should expect a response or verification, or how long it will take, or how quickly they'll respond, everything they say is confidential and the procedure isn't disclosed. I've been waiting too long and want to at least withdraw my deposit, rather than go through endless verification rounds. I'd like to receive an official statement when this is all over. There's no indication on their website that anything has been accepted or verified; I just keep getting new messages with requests. My goal is to write here and get a comment from a representative or to speak with them to clarify details and possible solutions to this problem, which has been dragging on for too long. Can I get their email or some contact information where I can speak directly with a representative?

Ок я понимаю, что верификация это важный этап, я ещё не отправил последний документ, так как в данный момент у меня его нет, но скоро сделаю, но на прямой вопрос сколько ждать ответа или верификации или как долго или как быстро ответят, все, что они говорят, это конфиденциальная информация и порядок её проведения не разглашается. Я слишком долго жду и хочу забрать хотя бы свой депозит, а не проходить бесконечные круги верификаций, хотелось бы получить официальный комментарий когда все это закончится. На их сайте нет никаких идентификатор что что то принято или проверено, просто приходят новые сообщения с запросом. Цель написать сюда и получить комментарий от представителя либо получить возможность поговорить с ним для выяснения деталей и возможных путей решения этой проблемы, которая слишком долго затянулась, могу ли я получить их почту или какой либо контакт, где могу напрямую поговорить с представителем?

Dear Facelesss,

Thank you for your reply.

I understand that the verification process has been frustrating, especially due to the waiting times between the casino's responses.

However, based on the information you have provided, you confirmed that you have not yet submitted the final document requested by the casino because you do not have it available yet. Until all requested documents are provided, the casino cannot reasonably complete the verification process. Cooperation from both parties is essential for KYC to be finalized.

In my previous message, I also asked several questions and requested additional information, including copies of your correspondence with the casino and details about the documents already submitted. Unfortunately, these questions were not answered, which means I do not yet have sufficient information to properly assess the situation.

Please understand that we normally contact the casino only after the player has fully cooperated with the verification process and has provided us with the necessary information to review the case. At this stage, since the final requested document has not yet been submitted, there is currently no indication that the casino is refusing to complete your verification.

My recommendation is to submit the remaining document as soon as it becomes available and reply with the information I previously requested. Once you have done so, if the casino continues to delay the verification unreasonably or requests documents without a legitimate reason after receiving everything they need, I will be happy to investigate the matter further and contact the casino if appropriate.

You also mentioned that you would like to "withdraw your deposit" instead of waiting for the verification to be completed. Could you please clarify what you mean by this? Are you referring to withdrawing your remaining account balance, or are you specifically requesting a refund of your deposits?

I look forward to your update.

I wrote you an email

Написал вам на почту

Thank you for your reply.

I have checked my inbox, including the spam folder, but I have not received any email from you.

You may upload the requested correspondence and screenshots directly here in the complaint thread.

Without the requested information, I am unable to properly review your case or determine whether the casino has acted unreasonably during the verification process.

If I do not receive the requested documents and information within the next 7 days, I will unfortunately have to close this complaint due to a lack of cooperation, as I will not have sufficient evidence to continue the investigation.

Thank you for your understanding. I look forward to your reply.

Please note that on July 15th I wrote to you by email - jean.s@casino.guru .

Why do you ask to write to the email, leave your email and don’t see the message?

I'm duplicating the information here.

Hello, I've already uploaded the last document they requested. I'm attaching screenshots of the correspondence with the casino. I sent them a photo of my passport, a photo of my registration on June 8th, a video of my face and passport on June 19th, and a document confirming that the phone number belonged to me on July 14th. I can provide these documents if needed. Please tell me what I need to do to move the process forward. I sent new documents on July 14th and am now waiting again.

Пожалуйста, обратите вниманите, что 15 июля я написал вам на почту - jean.s@casino.guru.

Для чего вы просите писать на почту, оставляете свою почту и не видидте сообщение

Дублирую информацию здесь

Здравствуйте, последний документ который у меня запросили я уже загрузил. Прикрепляю вам скриншоты переписки с казино. Я им отправил фото паспорта, фото прописки 8 июня, видео с лицом и паспортом 19 июня, документ подтверждающий что номер телефона принадлежит мне 14 июля. Могу предоставить вам эти документы если потребуется. Скажите, что мне нужно делать, чтобы продвинулся процесс, новые документы я отправил еще 14 июля и теперь снова жду.

Attachment limit, added another photo and please check your email again, did you enter it correctly?

Ограничение по вложениям, добавил еще фото и пожалуйста проверьте еще раз почту, вы указали ее верно?

Dear Facelesss,

Thank you for your patience while we reviewed the information provided by both parties. After carefully assessing the available evidence, I must unfortunately close this complaint as rejected.

The documentation submitted by the casino indicates that this dispute originates from the termination of your affiliate partnership and the subsequent blocking of your affiliate and gaming accounts. Casino Guru's complaint resolution service is intended exclusively for disputes between players and casinos regarding gambling-related matters, such as withdrawals, bonuses, game issues, or responsible gambling. We do not mediate disputes arising from affiliate agreements or other contractual business relationships. Such matters fall outside our jurisdiction and are more appropriately addressed through the assistance of legal professionals.

Furthermore, the evidence provided by the casino contains significant discrepancies compared to the information presented in the complaint, including the reason for the account closure, the alleged verification process, and the amount claimed to be withheld. While we are not in a position to rule on the validity of the casino's allegations regarding the affiliate agreement, these findings further confirm that this is not a standard player complaint that Casino Guru can mediate.

For these reasons, I am unable to pursue this case further, and the complaint will now be closed as rejected.

Given that your partnership with the casino involves a legal contract, I would recommend addressing these concerns with legal professionals who specialize in such matters.

Best regards,

Jean