Gudar Casino - Player’s verification process is delayed.

7 days ago I won $44 from cashback. I uploaded my documents. After 3 days, they asked for an updated bank statement, which I provided. However, I have received no response from the casino. Please help me complete the verification process.

Dear Antonno, 

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 take 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 any of your documents been approved? Is your bank statement the only document that has not been verified by the casino?

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

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, 

Veronika

I provided them with a selfie, passport and statement from 12/18/2024. They are asking for a new statement although this statement is not older than 3 months. Now I will send them a new statement from 02/01/2025

There is no response from the casino. Maybe you can write to them again?

Thank you for your replies. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

Why do you need my correspondence? I provided them with a fresh bank statement as they requested. You just need to ask them what they are not happy with.

Thank you very much, Antonno, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Antonno, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Gudar Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. Do the documents meet your requirements? When can Antonno expect their account to be verified?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If necessary, I can provide you with my statement by email.

Dear Natalia and Antonno,

We hope you are doing well. We apologize for any inconvenience. It seems we aren't receiving the emails from the player. We have already checked with our Finance department, and they informed us that they haven't received any email yet. However, we have verified the player's account considering he has a verified account at one of our sister casinos, although we still waiting for the updated proof of residence. You can send it through our Live Chat or to the following email address: support@universalslots.net

Supporting evidence has been sent to your email address natalia.b@casino.guru

Thank you in advance

Sent it by email again

Thank you for checking this, Gudar Casino. Can you please confirm whether you have received anything from the player now?

Dear Antonno, have you used the same email address to send the documents to the casino as before?

Yes

Dear Natalia and Antonno,

We hope things are going well.

Yes, we have already received the requested document. The account is now fully verified. Thank you!

Best Regards

Gudar Casino

Thanks for your help. Close the complaint.

Dear Antonno,

We're glad to hear that your issue has been resolved. 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,

Natalia

Casino.Guru