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It has some good platform games but they don't allow you to withdraw. I asked to withdraw a small amount (to test the platform) via skrill, which was the same method as the deposit, and after 2 days they said they needed to verify the account. I sent everything they asked for in the verification and after another 48 hours they said there was a problem with the verification. But they didn't even specify which of the documents didn't work. I sent more new documents (I've already sent a lot of private documents. Surreal...) and after more than 72 hours there's still no reply. In other words, we've been doing this for 7 days and I don't think they want to accept the verification. They want to wear me down and not pay, but they won't succeed, I have infinite patience. Another problem is that once you've uploaded documents, you have to wait for a reply and you can't upload any more documents until they get back to you. In short, I don't recommend playing at this casino

Tem alguns jogos de boas plataformas mas não permitem fazer o levantamento. Pedi para levantar um pequeno montante (para testar a plataforma) via skrill, que foi o mesmo método de depósito, e ao final de 2 dias após o pedido de levantamento disseram que era necesario verificar a conta. Enviei tudo o que me pediram na verificação e ao fim de mais 48h disseram que havia um problema com a verificação. Mas nem especificaram qual dos documentos não servia. Voltei a colocar mais documentos novos, (já coloquei bastantes documentos privados. Surreal..) e passadas mais de 72h ainda não houve resposta. Ou seja, há 7 dias que andamos nisto, e não me parece que queiram aceitar a verificação. Querem vencer-me pelo cansaço e não pagar, mas não conseguirão, tenho paciência infinita. Outro problema é que após colocar documentos, temos de esperar a resposta e não podemos colocar mais documentos até eles nos responderem. Em suma, eu não aconselho a jogarem neste casino

Dear Joana_Moreira,

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 are able to 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 advise which documents you have already provided, and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Are there any instructions in your casino profile regarding the verification requirements?

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,

Veronika

Yesterday, 10 minutes after my complaint, my verification request was denied again.

I understand the importance of verification, but the problem wasn't with the ID. And I had to go to the chat to ask what the problem was this time, because neither in the email nor on the verification page did they tell me which document was "missing" to correct.

And I've already sent them: twice the selfie with ID. Twice photos of the ID on both sides, once proof of residence. Photo of credit card, proof of IBAN. Twice proof of casino deposit (skrill). Twice proof of my Skrill account, with name, email and address included there.

I've attached yesterday's chat conversation, in which I asked what the mistake was this time. I was told what documents I had to send. And here are the documents I sent.

Anyway, let's see if they accept this time, because I've already sent everything they could possibly ask for...

thank you very much

Ontem 10 minutos após a minha reclamação, o meu pedido de verificação voltou a ser negado.

Eu percebo a importância da verificação, mas o problema não foi com o ID. E tive de ir ao chat perguntar qual havia sido o problema desta vez, porque nem no email nem na página de verificação me diziam qual o documento que estava "em falta" para corrigir.

E já lhes enviei: duas vezes a selfie com ID. Duas vezes fotos do ID dos dois lados, ums vez uma prova de residência. Foto do cartão de crédito, comprovativo de IBAN. Duas vezes o Comprovativo de depósito no casino (skrill). Duas vezes o comprovativo da minha conta na Skrill, com nome, email e morada incluídos lá.

Em anexo envio a conversa de ontem no chat, na qual perguntei qual tinha sido o erro desta vez. E me dizem que documentos tenho de enviar. E seguem também os documentos em questão, que enviei.

Enfim , vamos ser se desta vez aceitam, porque já enviei tudo o que é possível e imaginário pedirem…

muito obrigada

Could you please forward me the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru? Thank you for your patience and cooperation.

Dear Joana_Moreira,

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.