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I am trying to do KYC verification at this casino and while they approve my identity, they keep canceling the rest of my documents, resulting in a withdrawal that I have been trying to make for days now, they are also canceling the same, I have been suffering for days with this bad verification and withdrawal system, so I want to do something to finally get my money. Thanks in advance.

Προσπαθώ να κάνω επαλήθευση KYC στο συγκεκριμένο καζίνο και ενώ μου εγκρίνουν την ταυτότητα μου τα υπόλοιπα μου τα έγγραφα μου τα ακυρώνουν συνέχεια με αποτέλεσμα μια ανάληψη που προσπαθώ να κάνω μέρες τώρα ακυρώνετε επίσης το ίδιο, με ταλαιπωρούν μέρες με αυτό το κακό σύστημα επαλήθευσης και ανάληψης για αυτό θέλω να γίνω κάτι για να πάρω τα χρήματα μου επιτέλους. Ευχαριστώ εκ των προτέρων.

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 08kritikos,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Greetings,

The player has not yet completed the KYC verification.

Regards

The casino is delaying the verification of my account. I have uploaded all the necessary documents needed and while the basics have been approved, they are constantly canceling the verification of my card. I have uploaded it countless times but it is constantly being canceled. The verification system is bad and because of this, the withdrawal of my money is also delayed. I have been trying to verify it for 2 weeks now. I demand that something be done immediately. Thank you.

Το καζίνο καθυστερεί την επαλήθευση του λογαριασμού μου έχω ανεβάσει όλα τα απαραίτητα έγγραφα που χρειάζονται και ενώ έχουν εγκριθεί τα βασικά μου ακυρώνουν συνεχώς την επαλήθευση της κάρτας που ανεβάσει άπειρες φορές αλλά συνεχώς ακυρώνονται το σύστημα επαλήθευσης είναι κακο και εξαιτίας αυτού καθυστερεί και η ανάληψη των χρημάτων μου εδώ και 2 εβδομάδες που προσπαθώ να κάνω την επαλήθευση, απαιτώ να γίνει κάτι άμεσα ευχαριστώ.

Hello,

I would like to update my existing complaint.

The casino has already approved:

- my identification

- selfie verification

- my IBAN / bank account ownership

The only remaining issue concerns the verification of the Revolut virtual card used for the deposit.

The problem is that the Revolut app does not display the full holder name along with the virtual card number on the same screen, so it is impossible for me to provide the exact screenshot that the casino requests.

I have tried many times to upload different evidence and explain the situation, but I continue to receive only automated responses and repeated rejections without any practical alternative.

At this point I feel that the verification process is becoming too difficult, even though I have fully cooperated and my basic details have already been approved.

Thanks.

Γεια σας,

Θα ήθελα να ενημερώσω το υπάρχον παράπονό μου.

Το καζίνο έχει ήδη εγκρίνει:

- την ταυτοποίησή μου

- τη selfie επαλήθευση

- το IBAN / την κατοχή του τραπεζικού λογαριασμού μου

Το μόνο θέμα που απομένει αφορά την επαλήθευση της virtual κάρτας Revolut που χρησιμοποιήθηκε για την κατάθεση.

Το πρόβλημα είναι ότι η εφαρμογή της Revolut δεν εμφανίζει το πλήρες όνομα κατόχου μαζί με τον αριθμό της virtual κάρτας στην ίδια οθόνη, επομένως είναι αδύνατο να προσκομίσω ακριβώς το στιγμιότυπο που ζητά το καζίνο.

Έχω προσπαθήσει πολλές φορές να ανεβάσω διαφορετικά αποδεικτικά και να εξηγήσω την κατάσταση, όμως συνεχίζω να λαμβάνω μόνο αυτοματοποιημένες απαντήσεις και επαναλαμβανόμενες απορρίψεις χωρίς κάποια πρακτική εναλλακτική λύση.

Σε αυτό το σημείο θεωρώ ότι η διαδικασία επαλήθευσης γίνεται υπερβολικά δύσκολη, παρότι έχω συνεργαστεί πλήρως και έχουν ήδη εγκριθεί τα βασικά στοιχεία μου.

Ευχαριστώ.

Greetings,

At Revolut, you may download the proof of the account ownership.

Looking forward!

Regards

I would like to inform you that I also submitted the official "Proof of Account Ownership / Account Confirmation" document from Revolut, as suggested, but this was also rejected even though it was clean and valid.

At this point I have already provided:

- identity

- selfie verification

- IBAN / account details

- proof of account ownership from Revolut

and I keep getting rejections without a clear and practical explanation of what exactly is missing.

Please have the issue manually reviewed, as there appears to be a problem with the verification process and not with the validity of my documents.

Θα ήθελα να ενημερώσω ότι υπέβαλα επίσης το επίσημο έγγραφο "Proof of Account Ownership / Account Confirmation" από τη Revolut, όπως προτάθηκε, όμως και αυτό απορρίφθηκε παρότι ήταν καθαρό και έγκυρο.

Σε αυτό το σημείο έχω ήδη προσκομίσει:

- ταυτότητα

- selfie verification

- IBAN / στοιχεία λογαριασμού

- proof of account ownership από Revolut

και συνεχίζω να λαμβάνω απορρίψεις χωρίς σαφή και πρακτική εξήγηση για το τι ακριβώς λείπει.

Παρακαλώ να εξεταστεί το θέμα χειροκίνητα, καθώς φαίνεται ότι υπάρχει πρόβλημα με τη διαδικασία επαλήθευσης και όχι με την εγκυρότητα των εγγράφων μου.

Good evening and again I'm sorry to send again after so many messages, the situation has reached its limit, I've been trying to verify for a month now and the casino, while it has approved my basic documents, constantly cancels the card verification and that's why the verification is not carried out due to the poor verification system.

Now I DEMAND that something be done, not just begging for verification for a month and because of that I can't withdraw my money from there, the issue must be manually executed by someone to finally end this parody of casino verification.

Καλησπέρα και πάλι λυπάμαι που ξανά στέλνω μετά από τόσα μυνήματα η κατάσταση έχει φτάσει στο όριο προσπαθώ να κάνω επαλήθευση εδώ και ένα μήνα και το καζίνο ενώ έχει εγκρίνει τα βασικά έγγραφα μου ακυρώνουν συνεχώς την επαλήθευση κάρτας και για αυτό δεν πραγματοποιείται η επαλήθευση λόγω του κακού συστήματος επαλήθευσης.

Πλέον ΑΠΑΙΤΏ να γίνει κάτι όχι απλά να παρακαλώ εδώ και έναν μήνα για την επαλήθευση και εξαιτίας αυτού να μην μπορώ να αποσύρω τα χρήματα μου από εκεί, το θέμα πρέπει να το εκτελέσει κάποιος χειροκίνητα για να τελειώσει επιτέλους αυτή η παρωδία επαλήθευση του καζίνο.

Dear 08kritikos,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Listen, for a month now I have been trying to verify as I explained above in previous messages and while the casino has approved the basic documents needed, it constantly rejects the account statement documents and card details, even though these details are clear and the necessary supporting documents are visible, but for a month now it has just been the same, the verification is not completed, as a result of which I cannot even withdraw my money.

I DEMAND something be done or the casino's verification is lousy and because of it I can't withdraw my money.

Thank you, I hope I get good news from this case because it has bothered me a lot.

Ακούστε εδώ και έναν μήνα προσπαθώ να κάνω επαλήθευση όπως εξηγώ και παραπάνω στα προηγούμενα μυνήματα και ενώ το καζίνο έχει εγκρίνει τα βασικά έγγραφα που χρειάζονται απορρίπτει συνεχώς τα έγγραφα κίνησης του λογαριασμού και τα στοιχεία κάρτας ενώ τα στοιχεία αυτά είναι καθαρά και φαίνονται τα απαραίτητα δικαιολογητικά αλλά ακόμα εδώ και ενα μήνα γίνεται απλά το ίδιο δεν ολοκληρώνεται η επαλήθευση με αποτέλεσμα να μην μπορώ να κάνω ούτε τα χρήματα μου ανάληψη..

ΑΠΑΙΤΏ να γίνει κάτι ή επαλήθευση του καζίνο είναι άθλια και εξαιτίας αυτής δεν μπορώ να αποσύρω τα χρήματα μου.

Ευχαριστώ ελπίζω να έχω ευχάριστα νέα από αυτήν την υπόθεση γιατί με έχει ταλαιπωρήσει παρά πολύ.

Dear 08kritikos, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal and verification? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

The winnings are my own net balance and are from casino games, not bets, no, I have not made a withdrawal from the casino again, and while imagine, a month and more have passed, they still have not approved my verification so that I can withdraw my winnings.

The situation has become disgusting so please do something immediately because the whole thing is making me angry. Thank you.

Τα κέρδη είναι δικό μου καθαρό υπόλοιπο και είναι από καζίνο παιχνίδια όχι στοιχήματα όχι δεν έχω κάνει ξανά ανάληψη από το καζίνο και ενώ φανταστείτε έχει περάσει ένας μήνας και παραπάνω ακόμα δεν μου εγκρίνουν την επαλήθευση ώστε να κάνω ανάληψη τα κέρδη μου.

Η κατάσταση έχει καταντήσει αηδία για αυτό παρακαλώ κάντε κάτι άμεσα γιατί με έχει νευριάσει το όλο θέμα. Ευχαριστώ.

ear 08kritikos,

Thank you for your reply and the additional clarification.

In order for us to better assess the current situation, could you please share screenshots of:

• your currently pending withdrawal request visible in your casino account,
• the current KYC/verification status in your account, including which documents are approved and which are still being rejected.

Please also include any recent rejection messages or notifications related to the verification process if possible.

You may either upload the screenshots directly here in the complaint thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Good morning, here are some screenshots of what you requested.

Καλημέρα σας ορίστε κάποια στιγμιότυπα οθόνης από αυτά που ζητήσατε.

Dear 08kritikos,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Greetings,

According to our records the player received their winnings at 21.05.2026 03:51:24 (UTC)

Regards

Hello Everyone,

My name is Kubo, and I will be handling this complaint moving forward.

Dear HitNSpin Casino,

Thank you for your update.

Dear 08kritikos,

Could you please confirm whether the amount in question has already been paid out to you?

Thank you.

Dear 08kritikos,

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,
Kubo
Casino.Guru