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Hello Casino Guru, I urgently need your assistance.

Today I created an account on Betrise, deposited 85, and made a profit of 17. I requested a withdrawal of 102, and then they asked for verification.

I submitted my driver’s license, which was successfully verified. After that, they requested proof of address. However, they are continuously rejecting all my documents, even though they are official, valid, and clearly show my name and address.

This situation is extremely concerning. It seems they are deliberately delaying my withdrawal by creating unnecessary obstacles. I have already provided multiple valid documents, and there is no reasonable justification for these repeated rejections.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Politano76,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know all the verification documents you have already provided and when exactly you sent the last one?
• What specific documents did you submit for proof of address?
• Have you provided all the required documents within the time frame?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear Politano76,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru