Hook Casino - Isplata dobitaka igrača je odložena.

I forward my withdrawal to be pay out and after I send the documents for KYC verification.I chat with them about the KYCverification and all the time the answer was like this:

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.

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Dear Felix70,

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

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 which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Hello!I send all the documents by email like they requested on the website.I accumulate the winnings without bonus.

Already pass 14 days ,they didn’t processed my documents and also my withdrawal!I write them another email and didn’t receive any answer!Please help me !!!

Thank you for the update.

Could you please forward all documents that you sent to the casino to jean.s@casino.guru for an independent review?

Additionally, please forward the complete email threads containing your communication with the casino's customer support regarding KYC (Know Your Customer) verification. Please do not send screenshots, but the original, uncropped email messages instead.

When you email me, also notify me in the complaint thread. I appreciate your cooperation.