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This is the third time my documents have been rejected without reason. They're official documents, perfectly legible. I just want to withdraw my money, but the system keeps blocking everything. I no longer understand what they want from me.

È la terza volta che i miei documenti vengono rifiutati senza motivo. Sono documenti ufficiali, perfettamente leggibili. Voglio solo prelevare i miei soldi, ma il sistema continua a bloccare tutto. Non capisco più cosa vogliono da me.

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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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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. Has the casino explained why your documents could not be approved during KYC, and which documents have not been approved?
3. Were you able to submit all required documents promptly and in the correct format?
4. Has the casino requested any additional documents recently, and if so, which ones?
5. 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

I sent the casino the address confirmation (rental agreement) and the deposit confirmation receipt dated October 29th.

At the casino, they explained to me that the contract couldn't be accepted due to poor image quality, even though I had photographed the documents carefully. The deposit receipt wasn't valid, and I was asked to upload the original PDF, which I requested from the bank.

The casino did not request any other documents, just these two.

Ho inviato al casinò la conferma dell'indirizzo (contratto di locazione dell'alloggio) e la ricevuta di conferma del deposito del 29 ottobre.

Al casinò mi hanno spiegato che il contratto non poteva essere accettato a causa della scarsa qualità dell'immagine, anche se avevo fotografato bene i documenti. La ricevuta del deposito non era valida e mi è stato chiesto di caricare l'originale in formato pdf, che ho richiesto alla banca.

Il casinò non ha richiesto altri documenti, solo questi due.

Thank you for the clarification. Could you please forward me the documents you most recently sent to the casino for verification? My email address is veronika.f@casino.guru. Thank you for your cooperation and patience.

The documents were finally accepted and they asked me to wait for verification. I really hope everything goes well this time.

I documenti sono stati finalmente accettati e mi hanno chiesto di aspettare la verifica. Spero davvero che questa volta vada tutto bene.

I'm glad to hear that. Have you received any updates from the casino regarding the verification of your account in the meantime? Please keep me updated.

Dear plackovan837,

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,
Veronika
Casino.Guru