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I'm having problems with my verification; they're rejecting everything and I keep getting the same email from them. I've sent proof of address, a registration certificate from my municipality, my passport, and a bank statement. My address and name are clearly visible on everything, and I've even included my passport in the photos, but they keep sending the same email saying I need to send proof of address.

I don't know what to do; it takes forever to get a reply, not to mention that every email they send me is the same.

habe probleme mit meiner verifizierung sie lehnen alles ab und bekomme von ihnen immer die selbe mail , habe adressnachweis meldebestädigung von meiner gemeide gesendet + reisepass konto auszug , überall steht meine adresse und name oben , und auf denn bilder noch mein reispass dazu gegeben aber sie schreiben immer wieder die selbe mail das ich einen adress nachweiss senden soll

ich weiß nicht was ich machen soll es dauert ewig eine antwort zu bekommen geschweige denn ist jede mail gleich von dennen was sie mir senden

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.

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Dear zauchi10,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear zauchi10,

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.