FS Casino - Verifikacija igračkog naloga je odložena.

Hello.

I can't get my account verified because they keep rejecting any selfies holding my ID on the grounds of "poor quality". Earlier today, they requested me to also hold a piece of paper containing my email address and current date. Needless to say, those selfies have also been rejected. I asked them if they found something blurred or unreadable, or my face not matching my ID or whatever. All I hear is "poor quality".

I believe they are trying to wear me down until I either cancel my withdrawals and waste the money, or consider them as gone.

Even if they happen to accept a selfie and verify my account, I suspect they'll pose other issues. I've read some concerning stuff about this casino and (sister casinos).

I can send the selfies to an admin in private so they can judge for themselves.

Any help at this point would be appreciated.

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 Izer,

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. It is also common for casinos to request additional documents even after an account has been verified previously.

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

• Do I understand correctly that verifying your selfie seems to be the only issue?
• Have you provided any other documents to verify your account? Has the casino approved all of them?

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

Best regards,

Kristina

Dear Kristina,

I know the ins and outs of KYC, as I've worked in the industry, including in fraud and risk. There's no way such selfies would have been rejected. Not even in the (stricter) cryptocurrency industry.

I uploaded ID, proof of deposit, proof of address and IBAN. These have all been accepted, except the selfies I took.

Kind regards.

Thank you very much for your reply, Izer. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Izer,

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.

Dear Kristina,

My apologies for taking this long.

Please check your email inbox and you'll find what you requested.

Kindly disregard the last selfie, as that one was, in fact, rightfully rejected.

Cheers.

Izer, thank you for the email. Unfortunately, we are prohibited from downloading content from certain websites, so I can't review the screenshots you provided. Could you please send them to me as email attachments?