Monoplay Casino - Proces provere ličnosti igrača je odložen.

I have problem with the kyc. They have asked me driver license, passport, utility bill, bank statement, pictures with both driver license and pass. Now they want 'Notarized Proof of Identity is a photocopy of your International Passport, that has been officially verified by a licensed notary public with a stamp and signature'

I don't know what else they want but i think this is ridiculous. And they just demand them like one email at a time, just to play time so they dont need to pay. At least i they should demand all the stuff same time and sent me examples what kind of document i need, so i will get the right one and not run this stuff all the time

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.

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Dear Rimmmm,

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

• Could you please confirm that you provided the casino with the notarized copy of your ID? Was it accepted?
• Have you achieved your winnings with the help the bonus?
• Could you please share with me your most recent communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

Dear Rimmmm,

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,
Tomas
Casino.Guru