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Real scammers have been trying to prevent my account from being verified for months, even though the PDF documents I submitted from my bank are original and correct.

Whether I use live chat or email, they don't answer my question about what's wrong with my documents.

Supposedly someone would contact me via email and address it, but that never happened!

Conclusion: A company that uses cheap tricks and deliberately doesn't complete the verification process so I can't pocket my four-figure winnings!

Absolutely outrageous, never deposit your money there!

Echte Betrüger versuchen seit Monaten, meinen Account nicht zu verifizieren, obwohl die vorgelegten PDF-Dokumente meiner Bank original und korrekt sind.

Egal, ob ich in den Live-Chat gehe oder per E-Mail schreibe, gehen sie nicht auf meine Frage ein, was bei meinen Dokumenten nicht korrekt ist.

Angeblich würde sich bei mir jemand per E-Mail melden und darauf eingehen, was nie passiert ist!

Fazit: Ein Verein, der mit billigen Tricks spielt und die Verifizierung absichtlich nicht abschließt, damit ich meine vierstelligen Gewinne nicht in die Tasche stecken kann!

Absolute Frechheit, zahlt niemals euer Geld dort ein!

Hello,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise 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?

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

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina,

I am very familiar with KYC and understand the relevant processes.

I was also able to verify myself at other casinos without any problems.

Except for the statements of my two credit cards, which I uploaded as original PDFs, all documents have been approved.

I even attached screenshots of each deposit, but my documents were rejected several times.

Whether it's live chat or email, customer service just doesn't help me, and if they respond to me via email, that's rather rare!

Best regards, Fabo

Hallo Kristina,

ich bin mit der KYC bestens vertraut und verstehe die entsprechenden Abläufe.

Ich konnte mich auch bei anderen Casinos problemlos verifizieren.

Bis auf die Kontoauszüge meiner zwei Kreditkarten, die ich als Original-PDF hochgeladen habe, sind alle Dokumente freigegeben.

Ich habe die einzelnen Einzahlungen sogar extra als Screenshot angehängt, doch meine Dokumente wurden mehrfach abgelehnt.

Egal ob Live-Chat oder E-Mail – der Kundenservice bringt mich einfach nicht weiter, und wenn er mir per E-Mail antwortet, ist das eher die Ausnahme!

Bester Gruß Fabo

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded the chat history to you via email. There were, of course, many chats, but I only saved that one.

Hab dir den Chatverlauf per E-Mail weitergeleitet, gab natürlich sehr viele Chats, hab aber nur den gespeichert.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vinyl Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vinyl Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Fabo777,

We kindly inform you, in order to complete verification you have to upload the following two required documents:

• Transaction history from C24 Bank, covering the full months of June and July, in PDF format. The document should clearly show all incoming and outgoing transactions.
• Transactions History ( Bank statement) of 490638******5638 for May showing all transactions made from your card in that period .All incoming and outgoing transactions should be visible including the deposits made to our casino
• 
  

Please, upload the requested documents from the Verification tab on your account.

Thank you for your understanding and cooperation.

Kind Regards,

Vinyl Casino team

Ladies and Gentlemen

I am aware that the submission of documents is required.

However, I would like to ask why these are not accepted, even though the originals come from both of my banks and everything is correct.

If I upload the documents again, it is likely that they will not be accepted.

Therefore, it is necessary to identify the error.

Greetings Fabo

Sehr geehrte Damen und Herren,

mir ist bewusst, dass die Vorlage der Dokumente erforderlich ist.

Dennoch möchte ich anfragen, weshalb diese nicht akzeptiert werden, obwohl sie im Original von meinen beiden Banken stammen und alles korrekt ist.

Falls ich die Dokumente erneut hochlade, ist davon auszugehen, dass sie nicht akzeptiert werden.

Daher ist es erforderlich, den Fehler zu identifizieren.

Gruß Fabo

Dear user,

Please upload the required documents and update us about the situation.

Thank you.

Respectfully,

Romi

Dear Fabo777,

Kindly be informed that your account is fully verified and your first withdrawal request has been successfully completed.

Please remain patient as we try to endeavor the rest of your withdrawal requests.

Thank you for your patience and cooperation.

Kind Regards,

Vinyl Casino team

Thank you, Vinyl Casino, for the update.

Dear user,

We will wait for the confirmation about the withdrawal from your side.

Best regards,

Romi

Good evening Romi,

My account has been successfully verified, and a withdrawal of €1,000 has already been made.

I'm still waiting for the remaining 1340€.

Many thanks to the Casino Guro team for the quick and helpful help!

Greetings Fabo

Guten Abend Romi,

Mein Konto wurde erfolgreich verifiziert, und eine Auszahlung in Höhe von 1000€ wurde bereits vorgenommen.

Auf die restlichen 1340€ warte ich noch.

Vielen Dank ans Casino Guro Team für die schnelle und gute Hilfe!

Gruß Fabo

Hello Romi,

All the money has been paid out and the case is closed.

Thank you again!

Greetings Fabo

Hallo Romi,

Des gesamte Geld wurde ausbezahlt und der Fall ist angeschlossen.

Vielen Dank nochmal!

Gruß Fabo

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru