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I opened my account over a month ago, deposited $200 USD, and my balance is $471. I requested a withdrawal, and a pop-up window popped up saying I should contact the security department because they want my documents. I sent them, but I never received a confirmation message, or any notification if the document was sent incorrectly. I contacted them via chat multiple times, and they said it would take 72 hours. The last time, they told me they wanted a bank statement showing my deposits to their account. I have no problem sharing it, but the problem is that I didn't deposit through a bank or debit card so they could see the transaction. I told them I deposited through Binance and could provide screenshots, but they said that if I don't send the bank statement showing the transaction, it won't be processed. It's illogical because they want to see my bank transactions separately, which are private and don't involve them. Despite this, I've sent what they requested, and I hope they resolve the issue.

Abrí mi cuenta hace mas de un mes, deposite 200 usd y tengo de saldo 471, pedí retiro y me llega una ventana emergente donde dice que contacte con el departamento de seguridad porque quieren mis documentos, procedí a mandarlos y jamás llega un mensaje de confirmación de recepción de documentos, o algo que te diga si no esta bien lo enviado etc, fui al chat y muchas veces y decían que tardaba 72 horas, la ultima vez me dijeron que querían un extracto bancario donde se reflejaran los depósitos realizados por mi a su cuenta, yo no tengo problema en compartirlo, el problema es que yo no deposite por medio de banco o tarjeta de debito para que se pueda observar dicho movimiento, les dije que deposite por binance y podía presentar dichas capturas pero dijeron que sino mando lo del banco de se muestre eso no procede, es ilógico porque quieren ver aparte mis movimientos bancarios los cuales son privados y no los involucran a ellos. pese a eso he enviado lo solicitado y espero resuelvan.

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Dear Aleventura,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but I agree that the casino shouldn't ask for documents they do not need.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino approved any of the documents you've provided so far?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, I provided my ID card (both sides), a selfie holding my ID card, and although my bank statement shows no transactions with them and only private transactions, I shared it with them yesterday. It's worth noting that they never acknowledge receipt of emails or provide any feedback, and the last time they assisted me via chat was last week, which is when they told me about the bank statement. So, if they don't answer you there, it's impossible to know what they want.

Hola, proporcione mi DNI en ambos lados, una selfie sosteniendo mi DNI, y pese que en mi extracto bancario no exista un solo movimiento para con ellos y solo movimientos privados, se los compartí el día de ayer, cabe recalcar que nunca responden los correos de recibido, o dando alguna observación y la ultima vez que me atendieron por chat fue la semana pasada que es donde me dijeron del extracto bancario, o sea que si a uno no lo atienden ahí es imposible saber que quieren.

Hello Aleventura,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I'm currently communicating with them via email. They said they weren't receiving my emails from my Outlook address, so I started writing to them via Gmail. Of course, they're now asking for things like a selfie with my ID and the email they sent me in the background, and that everything has to be perfectly clear. It's a bit complicated to get everything 100% clear, but I'll try to see if they can verify my account and I can withdraw my balance. I'll keep you updated on what happens.

En este momento estoy teniendo comunicación con ellos por correo electrónico, según ellos no recibían mis correos desde mi dirección de outlook y procedí a escribirles por gmail, claro me están pidiendo ahora cosas como selfie con DNI y de fondo el correo que me enviaron y que todo se debe de ver a la perfección, es algo complicado ya que todo se vea al 100 pero lo intentare para ver si me verifican y puedo retirar mi saldo, le voy contando que pasa.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aleventura,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina