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After attempting to withdraw a significant amount, I was asked to verify my documents. After completing the initial steps, which involved verifying my ID and debit card, I was asked for my bank statement, and I've been stuck there for a week.

I send everything as requested several times but they are always rejected, I speak with the operators and they never respond to what I ask them but only with generic sentences

I don't know how to go on anymore and I would also be a VIP member with the famous expedited withdrawals...

Dopo aver tentato il prelievo di una buona cifra mi è stato richiesta la verifica dei documenti, superati i primi step cioè quella della carta di identità e della carta di debito utilizzata mi è stato richiesto l’estratto conto della banca e quì sono fermo da una settimana.

mando tutto come richiesto varie volte ma vengono sempre rifiutati, parlo con gli operatori e non rispondono mai a quello che gli chiedi ma solo con frasi generiche

Non so più come andare avanti e sarei anche un membro vip con i famosi prelievi accellarati…

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear minomilo123,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you received an explanation of why is your bank statement not being verified, please?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Good morning, I'm not sure why. Perhaps the only problem is that I can't include both my account details and my card number in the same document. I asked their operator and they told me to send two separate photos with the required information, but that didn't work.

As for the documents, I sent them on the same day they were requested, that is, November 15th. The first day was the identity card, the second the card with which I made the deposits and then I've been stuck on the bank statement for 5-6 days, I think.

I hope it gets resolved but I'm not very confident now

Buongiorno, il motivo non ce l’ho chiaro, forse l’unica cosa che nello stesso documento non riesco a mettere sia i dati identificativi del conto sia il numero della carta ma ho chiesto al loro operatore e mi ha detto di mandare due foto separate con i dati richiesti ma niente da fare.

Per quanto riguarda i documenti li ho inviati lo stesso giorno che mi sono stati richiesti ovvero il 15 novembre, il primo giorno la carta di identità, il secondo la carta con cui ho effettuato i depositi e poi sono fermo a l’estratto conto da 5-6 giorni credo

Spero che si risolva ma non sono molto fiducioso ormai

Anyway, just so you know, I've managed to get in touch with many people in the same situation as me, and we're all tempted to report the casino. Before we get to that point, I'd like to ask if the Casino Guru team has more direct contact with the casino than we do, with just an operator who only provides AI-based responses.

I trust in you and in the good faith of the casino for a little longer.

thanks for the help

Comunque solo per informazione, sono riuscito a mettermi in contatto con tante persone nella mia stessa situazione e siamo tutti tentati di denunciare il casinó, prima di arrivare a quel punto vorrei chiedere se il team di casino guru ha contatti più diretti con il casinó rispetto a noi che abbiamo il semplice operatore che fornisce solo risposte da intelligenza artificiale.

Confido in voi e nella buona fede del casinó ancora per poco.

grazie dell’aiuto

Dear minomilo123,

thank you for your reply and update.

I understand your frustration with the process, and I want to assure you that we are doing everything possible to assist you. However, it is important to note that resolving matters of this nature can take time, and your patience is sincerely appreciated.

To move forward with your complaint, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear minomilo123,

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,
Katarina
Casino.Guru