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I've been waiting for a payment for almost a month and all they do is make excuses. They ask for verification documents, I've submitted them all, and they still keep making up excuses not to pay. See less

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llevo casi un mes esperando un pago y solo salen con excusas,piden documentos de verificación los entrege todos y aun siguen inventado excusas para no cancelar.Ver menos

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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.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

First, they asked for my identity verification and proof of address, which I already sent and it was verified. Then they asked me to send images of my crypto account, which I also sent and it was verified. All of this happened about two weeks ago. They told me everything was fine and that I would proceed with the payment, but it took a long time, and now they're asking for another verification document, but the website doesn't give me that option, and support hasn't explained what document they're asking for now.

Primero me pidieron mi verificacion de identidad y comprobante de domicilio la cual ya envíe y fue verificado,luego me pidieron enviar imágenes de mi cuenta de crypto la cual también envíe y también fue verificada todo esto ace 2 semanas atrás aprox. Me avían dicho que todo estaba bien y que procedería con el pago pero tardaron mucho y haora salen con que piden otro documento de verificacion pero la página no me da esa opción y tampoco me explica en el soporte que documento me piden haora.

Please forward me the most recent communication between you and the casino customer support regarding the verification requests at veronika.f@casino.guru.

• Also, could you please specify if there have been any developments in the verification of your account in the meantime?
• What types of games did you play to accumulate your winnings?
• Have you accumulated your winnings with or without a bonus?

Dear ANDRIU0123,

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

Dear ANDRIU0123,

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