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I won on this site and I still haven't received my money. I'm having great difficulty withdrawing my money now. Because of the site's verification documents. They say it takes up to 48 hours each time you send the documents.

The first time I sent my documents, they weren't approved because the image wasn't very clear, but it was clear enough for the KYC website verification to approve them. The second time the same thing happened. Now I'm sending my document with a very clear image of my passport. I've been waiting for over a week and still haven't received any information. I've contacted Customer Service, but they always tell me the same thing: "Sorry for the delay, but we have a lot to do", but I see people withdrawing money from there all the time, using the withdrawals made at the counter.

Ganhei neste site e ainda não recebi o meu dinheiro. Estou com muita dificuldade para sacar o meu dinheiro agora. Devido aos documentos de verificação do site. Eles dizem que leva até 48 horas cada vez que você envia os documentos.

A primeira vez que enviei os meus documentos, eles não foram aprovados porque a imagem não estava muito nítida, mas estava nítida o suficiente para que a verificação do site KYC os aprovasse. A segunda vez aconteceu a mesma coisa. Agora estou a enviar o meu documento com uma imagem muito nítida do meu passaporte. Estou à espera há mais de uma semana e ainda não recebi nenhuma informação. Entrei em contacto com o Serviço de Apoio ao Cliente, mas o que me dizem é sempre a mesma coisa: «Desculpe o atraso, mas temos muito que fazer», mas vejo pessoas a levantar dinheiro de lá constantemente, utilizando os levantamentos feitos no balcão.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear Daniel.Azevedo.Lima,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.