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Hi I

I am a player from Germany and I made a big win 2 weeks ago after depositing a total of about 100 euros.

I initially won €200, but after about three days, the withdrawal was simply canceled. I then had to contact support to find out what was going on. No one could help me. After about a week of back and forth, I received a reply to my email stating that I needed to complete KYC (Know Your Customer) verification. I completed the KYC process normally, submitting all the necessary information, and my KYC was fully accepted. In the meantime, I've wagered the money up to €2,500, which is now frozen in my account. I still can't withdraw it because my withdrawals are "blocked." I can't request any withdrawals, and neither live support nor email is providing me with any reasonable assistance.

Now I'm wondering what the problem is. I have a verified account, I previously won €200 at the casino and withdrew it without any issues. Now my money has been frozen in this player account for two weeks and I can't do anything about it.

Hallo, ich

ich bin ein Spieler aus Deutschland und habe vor 2 Wochen einen großen Gewinn gemacht nachdem ich ca. 100 Euro insgesamt eingezahlt habe.

Nun habe ich zuerst 200€ gewonnen, welche Auszahlung nach 3 Tagen ca. einfach abgebrochen wurde, ich musste daraufhin erstmal im Support erfragen was los ist. Keiner konnte mir helfen. Dann nach ca. 1 Woche hin und her bekam ich eine Rückmeldung auf die Email, dass ich KYC machen muss, ich habe mein KYC ganz normal durchgeführt und alle nötigen Daten eingesendet, mein KYC wurde vollständig angenommen. In der Zwischenzeit habe ich das Geld auf 2.500€ gespielt was auf dem Konto eingefroren ist und ich weiterhin nicht auszahlen kann, weil meine Auszahlungen "gesperrt" sind, ich kann keine Auszahlungen beantragen und weder per Live Support noch per Email wird mir vernünftig weiter geholfen.

Nun frage ich mich wo das Problem liegt ich habe eine verifiziertes Konto, ich hatte schonmal in dem Casino 200€ gewonnen und problemlos ausgezahlt. Jetzt ist mein Geld seit 2 Wochen eingefroren auf diesem Spielerkonto und ich kann nichts machen.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Were your KYC documents reviewed and approved by the relevant department yet, or have you just uploaded them to the casino?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?
• When was the last time the casino communicated with you regarding this issue and what explanations did they give you?

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

Veronika

Have your KYC documents already been reviewed and approved by the relevant department, or have you just uploaded them to the casino?

Already approved, the verification section of the website states: "Your account does not require further verification. Enjoy our games!"

Which games did you play to earn your winnings?

-Le Pharaoh, Zeus vs Hades, Blackjack

Did you achieve your winnings with or without a bonus?

No bonus

When did the casino last contact you regarding this problem and what explanations were given?

Yesterday I received an email stating that after submitting the documents, it would take another 3 days for internal review. I've been dealing with the KYC process for over a week now… so those 3 days are long gone.

Wurden Ihre KYC-Dokumente bereits von der zuständigen Abteilung geprüft und genehmigt, oder haben Sie sie gerade erst im Casino hochgeladen?

Wurden bereits genehmigt, auf der Website im Verifizierungsbereich steht „Dein Konto benötigt keine weitere Verifizierung. Viel Spaß mit unseren Spielen!"

Welche Spiele haben Sie gespielt, um Ihre Gewinne zu erzielen?

-Le Pharaoh, Zeus vs Hades, Blackjack

Haben Sie Ihre Gewinne mit oder ohne Bonus erzielt?

Ohne Bonus

Wann hat das Casino zuletzt bezüglich dieses Problems mit Ihnen Kontakt aufgenommen und welche Erklärungen wurden Ihnen gegeben?

Gestern per Email, dort wurde mir gesagt das es nach der Einreichung der Dokumente nochmal 3 Tage benötigt, da diese Dokumente intern geprüft werden. Ich setze mich mit dem KYC seit über 1 Woche auseinander… Also sind die 3 Tage längst rum.

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

Dear SlotGambler88,

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,

Veronika