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Since August 5th, I have been repeatedly trying to contact the casino support team via email and live chat, but their responses are extremely delayed. Every time they reply, it’s just the same automated and useless answer, claiming there is an issue with my account verification.

I have submitted all the required documents correctly, but the website keeps rejecting them without any valid reason. Because of this loop, my withdrawal request is stuck and remains pending. The customer support is exceptionally poor and they are not offering any real help. I need assistance to get my account verified and my withdrawal processed. Please help me, and please take this matter very seriously.

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Dear Lame_c7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Lame_c7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

Thank you for following up on my case.

Unfortunately, the issue remains completely unresolved, and I have not received my withdrawal yet. 

I have been fully cooperative and submitted every single required document correctly. Despite my efforts, the casino's support team takes a very long time to respond, and when they do, they keep sending automated, bot-like replies without providing any real solution.

I would really appreciate your assistance in escalating this matter with the casino to help resolve this issue as soon as possible.

Thank you for your time and support.

Best regards,

Lame_c7

Thank you for the update. Please allow me to ask a few questions to better understand the situation.

• Have you made any successful withdrawals before?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Which documents does the casino keep rejecting?

Thank you in advance for your reply.

Hi Jean,

Thank you for your questions.

No, I have never made a successful withdrawal from the casino before. This is my first withdrawal.

I have already provided my bank statement and a photo of my ID. I have also submitted the other documents requested by the casino whenever they asked for them.

As far as I remember, I played using my real-money balance and not with bonus funds. However, I am not 100% certain whether there was any active bonus at the time.

The main documents that the casino keeps rejecting are my proof of address and my deposit receipt/proof of deposit. I have a deposit receipt showing a deposit of €100, and I have submitted it to them as requested. I have repeatedly submitted the original documents, exactly as requested and according to their requirements, but they continue to reject them.

The biggest problem is that I keep receiving the same generic response from the casino every time, and it feels like I am only receiving automated replies without anyone actually looking into my case.

This has been going on for about a month until today. Every few days, I send them another document as requested, then I have to wait around two days for a response, only to receive another rejection. Then I send another document, wait another two days, and the same thing happens again. This cycle has been repeating for an entire month.

I have fully cooperated with the casino and provided everything they have asked for, but I still have no clear explanation of what is wrong with the documents I submit.

I would really appreciate it if you could help me get a clear and specific answer from the casino about exactly what is wrong with my proof of address and proof of deposit, including the €100 deposit receipt, and what specific document or format they require to finally complete my verification and allow me to withdraw my balance.

Thank you for your help.

Hi Jean,

Please look at this — this is exactly what I mean by the problem I have been experiencing.

As you can see, my account is currently verified and my balance is under review. However, after about two days, the verification is rejected and the verified status disappears from my account.

Then the casino asks me again to provide documents such as my bank statement, ID, or other proof. I submit everything they request, and my account becomes verified again. But after another couple of days, the verification is removed again and I receive another rejection.

This keeps happening over and over again. I have been making repeated attempts to complete the verification, but there is still no solution and no final result.

The most frustrating part is that the support team keeps giving me the same generic/automated responses instead of explaining what is actually wrong with my documents or why my verification keeps being cancelled after it has already been approved.

This has been happening repeatedly for about a month, and I really need someone to properly investigate my case and provide a clear solution instead of asking me to repeat the same verification process again.

Thank you for looking into this.

Thank you very much for your reply, Lame_c7.

Could you please forward all relevant correspondence regarding account verification to jean.s@casino.guru? Please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead.

Also, for an independent review, please send the same documents you sent to the casino for verification.

Dear Jean,

Thank you very much for your reply and for taking the time to help me with my complaint.

I would like to let you know that the casino resolved my issue today and has sent me the money I was waiting for. Fortunately, everything has now been resolved.

This was actually the first time I have ever filed a complaint against anyone, and I truly appreciate the support and professionalism you and Casino Guru showed me throughout the process.

I would like to thank you from the bottom of my heart for your help and for giving me the opportunity to have my issue reviewed.

Since the matter has now been fully resolved, I would like to close my complaint. However, I’m not sure how to do this myself. Could you please let me know if I need to click the "Issue resolved" button or if there is anything else I need to do?

Thank you again for everything. I really appreciate your help.

Kind regards,

Lame_C7

Dear Lame_c7,

We're glad to hear that you successfully passed KYC verification and that your withdrawal has been processed. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru