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They've been making me upload documents for 15 days for a verification that was never requested before. I've made 12 attempts to upload documents in the format they requested, with high quality, and they're making excuses via email and chat on every social media platform for not disbursing the funds I won. I'VE SENT 3 COMPLAINTS WITH NO RESPONSE, AND IN CHAT YOU ASK ME FOR THE ADDRESS WHERE IT WAS SENT, AND THEY FORGET THAT IT'S SHOWN ON THE APP.

ALL THAT REMAINS IS TO REPORT THEM ALL.

I saved everything including chat and screen of sent file formats

sono 15 giorni che mi fanno caricare i documenti per una verifica mai richiesta prima, 12 tentativi di carico documenti , nel formato richiesto da loro con alta qualita' e accampano scuse tra mail e chat su ogni social per non erogare i fondi vinti. HO INVIATO 3 RECLAMI E NESSUNA RISPOSTA E IN CHAT MI RICHIEDETE L'INDIRIZZO DOVE E' STATO INVIATO, E DIMENTICANO CHE E' RIPORTATO SULL'APP.

RIMANE SOLO DA DENUNCIARLI TUTTI.

Ho salvato tutto compreso chat e screnn dei formati file inviati

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 massimorns,

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 received any confirmation or acknowledgment when you submitted these documents?
• Could you provide the exact dates of your attempts to upload the documents?

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 have provided the following documents

High resolution photo of identity card

High resolution photo of the front of a credit card

High resolution photo of the back of a credit card with a blacked-out CV.

High resolution photo of me holding my ID card clearly visible

Sent on March 15, 17, 20, 21, 22, and 23, 2026. They respond differently without specifying which photo is not visible, while in chat they leave you waiting 45 minutes until you're exhausted or they repeat that they are being verified. I asked for another verification option but they don't respond. Furthermore, other funds in the past have been credited without verification. Deposits, however, are allowed.

Ho fornito i seguenti documenti 

Foto ad alta risoluzione carta identità 

Foto alta risoluzione fronte carta di credito

Foto alta risoluzione retro carta di credito con cv oscurato

Foto alta risoluzione della mia persona con in mano la carta identità ben visibile

Inviate nei giorni del 15 - 17 - 20 - 21 - 22 - 23 marzo 2026. Rispondono in modo diverso senza specificare quale Foto sia non visibile, mentre in chat ti lasciano in attesa 45 minuti fino a sfiancarti oppure ripetono che sono in verifica. Ho chiesto altra possibilità di verifica ma nn rispondono. Inoltre altri fondi in passato sono stati accreditati senza verifica. I depositi invece li permettono

I tried again to contact support, in chat they gave me a link that does not open and they continue not to answer questions in chat leaving you on standby

ho riprovato di nuovo a contattare l'assistenza, in chat mi hanno dato un link che non si apre e continuano a non rispondere alle domande in chat lasciandoti in stand by

Dear massimorns,

Thank you for your reply and for providing the previous details. I truly appreciate your cooperation.

To help us better understand your situation, I have a few additional questions:

• What methods of communication have you used to contact the casino besides email and chat?
• Are you able to provide the above mentioned link fromt he support?
• Can you clarify what explanations or excuses have been given to you regarding the disbursement of funds?
• Could you provide any additional evidence or communication you’ve had with the casino? You may either post them directly in this thread or send all documents to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear massimorns,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear massimorns,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra