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Good evening. I have a serious issue with this company. While I send documents to verify my account, they then reject them. They lie. Sometimes they tell me one thing and sometimes another.

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 Ntatsikageorgia,

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?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

How can I send you the two documents they asked me for to verify my card and address?

Πως μπορώ να σας στείλω τα δύο έγγραφα που μου ζήτησαν για την επαλήθευση της κάρτας μου και της διεύθυνσης μου?

I sent them the documents they told me to. The document from the bank that the card belongs to me and the proof of residence from a state document and again they told me that they are not accepted. They are making fun of me. My patience has run out. Please do it immediately because I don't know what will happen either. They are making fun of the world.

Τους έστειλα τα έγγραφα που μου είπαν. το έγγραφο από την τράπεζα ότι η κάρτα ανήκει σε μένα και την βεβαιωση κατοικίας από έγγρφαο του κράτους και πάλι μου είπαν ότι δεν ειναι δεκτά. Με κοροιδεύουν. Η υ[πομονή μου έχει εξαντληθεί. Παρακαλώ κάντε άμεσα γιατί δεν ξέρω και εγω τι θα γίνει. Κοροιδεύουν το κόσμο.

Dear Ntatsikageorgia,

thank you for your reply and email.

Could you also please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Ntatsikageorgia,

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,
Katarina
Casino.Guru