The player from Greece had his winnings withheld and account suspended due to unsuccessful KYC verification. The player confirmed receipt of the payment, so we closed this complaint as resolved.
The player from Greece had his winnings withheld and account suspended due to unsuccessful KYC verification. The player confirmed receipt of the payment, so we closed this complaint as resolved.
The player from Greece had his winnings withheld and account suspended due to unsuccessful KYC verification. The player confirmed receipt of the payment, so we closed this complaint as resolved.
I have made a deposit of 25 and they also gave me 25 but 25 on the condition that I will play 1750€ anyway I have played them and I have won 2700. they have become withdrawable, there I try to do identification and while at the beginning they told me that the identification was done after the withdrawal they sent me one by one, the paper didn't do it for them, the other one and in general they made fun of me until they closed my account with the excuse that they will make the withdrawal manually and they don't know when..
Εχω κάνει κατάθεση 25 και μου βάλανε και αυτοί αλλά 25 με την προϋποθεση ότι θα παίξω 1750€ τέλος πάντων τα έχω παίξει και έχω κερδίσει 2700. έχουν γίνει αναληψιμα, εκεί προσπαθώ να κάνω ταυτοποίηση και ενώ στην αρχή μου είπαν έγινε η ταυτοποίηση μετά στην ανάληψη μου στέλναν μια το ένα το χαρτί δεν τους έκανε μια το άλλο και γενικά με κοροϊδεύανε μέχρι που μου κλείσαν τον λογαριασμό με την δικαιολογία Ότι θα μου κάνουν χειροκίνητα την ανάληψη και δεν ξέρουν ποτε..
Dear Panagiwtis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Dear Panagiwtis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Yes I have sent them all the documents correctly and they told me that the account has been verified and I can make a withdrawal, I made a withdrawal and they kept canceling it. Until they closed it for me to withdraw manually. I too withdrew 500 of the 2700 I won
Ναι τους έχω στείλει όλα τα έγγραφα σωστά και μου λέγανε ότι έχει επαληθευτεί ο λογαριασμός και μπορώ να κάνω ανάληψη έκανα ανάληψη και μου την ακύρωναν συνέχεια. Μέχρι που μου τον κλείσαν για να μου κάνουν ανάληψη χειροκίνητα. Και εγώ έκανα ανάληψη 500 από τα 2700 που κέρδισα
Thank you very much, Panagiwtis, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much, Panagiwtis, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Panagiwtis,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Dear Panagiwtis,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.