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My withdrawal was blocked pending verification. I submitted all the required documents, after which I was informed that I needed to complete a video verification. I asked them what language the verification would be conducted in, since I don’t speak English. I can only speak Indonesian.

They replied: "The call will be held in English in accordance with the terms and conditions."

I asked to use an interpreter, but they refused. I don’t know how to complete the video verification without knowing their language. 

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you register at the casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website and registering your account?
• Have you provided all your personal information correctly, including your address and country of residence?
• What types of games did you play to accumulate your winnings?

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

27/03/2026

NO

Yes

Live casino and sports betting

Am I correct in understanding that you are able to access the casino website directly from Indonesia without any issues or blocks?

Could you please send me a screenshot of your player profile in this casino?

Also, kindly forward me the entire email thread of your conversations with the casino customer support regarding the verification of your account at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear ketutbudi,

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.

1. Yes, no problem with open casino site
3. Already sent to you

Thank you for your reply.

Could you please forward the documents you submitted to the casino for verification?

Did the casino review and approve these documents before requesting the verification call?

Thank you in advance for your cooperation.

Dear ketutbudi,

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,
Veronika
Casino.Guru