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The casino is not verifying me despite correctly uploaded documents.

Therefore, I cannot make any withdrawals.

Das Casino verifiziert mich nicht trotz korrekt hochgeladener Dokumente.

Somit kann ich auch keine Auszahlungen tätigen

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 PascalH,

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.

• Can you log in to your account now?
• Could you please let me know 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Hello

Yes, I can still log in.

I have verified my ID/selfie.

I have submitted my proof of residence and my bank statement (including the deposit for the casino).

I submitted the documents over two weeks ago and they were in the correct format.

I only get put off via live chat and I don't get a response from the casino via email.

Hallo

Ja ich kann mich noch einloggen.

Ich habe meine ID/Selfie verifiziert.

ich habe meinen Wohnortsnachweis und meinen Kontoauszug (inkl. Einzahlung für das Casino) eingereicht.

Die Dokumente habe ich schon vor über 2 Wochen eingereicht und in korrektem Format.

Per Live-Chat werde ich nur vertröstet und per Email kriege ich keine Antwort vom Casino.

Thank you for your reply and for providing the previous details, PascalH.

To clarify your case:

• Can you clarify the exact date whendid you exactly submit these documents?
• Have you received any communication from the casino regarding the status of your verification? Could you provide it? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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

Dear PascalH,

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