The player from the Czech Republic claims she provided all the necessary documents, but her account still hasn’t been verified.
Let me verify your identity even though they got everything they wanted
Dear Marie,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification differently.
Could you please indicate, which documents exactly you have already provided? Have all of them been approved?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
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,
Kristina
Dear Marie,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.