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Hi, the problem is that on their site they have verified all the possible documents imaginable: ID card, bank statement, photo bill, bank statement, then it says to wait 48 hours even if it says verified user instead of paying me they tell me that the account is no longer verified and they ask for the documents again they send them to me they tell me verification ok and then after 48 hours they tell me that I am no longer verified they have done this 4 times they do not want to pay making excuses absurd terrible site what do you say I should report them?

salve il problema e che sul loro sito mi hanno verificato tutti i documenti possibbili immagginabili carta idendita estratto conto foto bolletta estratto conto poi dice di attendere 48 ore anche se dice utente verificato invece di pagarmi mi dicono che l'account non e piu verificato e richedono di nuovo i documenti glieli mandano mi dicono verifica ok e poi dopo 48 ore mi dicono che non sono piu verificato hanno fatto questo 4 volte non vogliono pagare trovando scuse assurdo sito pessimo che mi dite devo denunciarli?

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Dear marlone79,

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

The problem is that the account initially says verified then they say it is no longer verified so I will never get my money because they pretend that the documents are not valid even if they initially accept them and it is a tactic to avoid paying. I read other negative reviews about them on casinoguru their intent is that I replay and forgive everything

il problema che l'account anche si inizialmente dice verificato poi dicono che non e piu verificato quindi non avro mai i miei soldi xche fanno finta xhe i documenti non sono validi anche se inizialmente li accettano e una tattica oer non pagare.ho letto altre recensioni negative verso di loro su casinoguru il loro intento e che rigioco e perdontutto

I’m sorry to hear about your problems with verifying your account. Please allow me to ask a few questions to better understand the issue.

• Could you please tell me exactly when you sent the last documents needed for verification?
• 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.

Hi, I won by depositing via credit card. Regarding verification, since the numbers on the card have been slightly erased due to wear, they asked me for a list of transactions with the deposit information. I sent it to them two days ago, but no response. The documents sent are: ID card, electricity bill, bank statement, copy of credit card. All that's missing is a blood test. Where can I attach the files?

salve ho vinto con versamento tramite carta di credito . oer quanto riguarda verifica siccome la carta i numeri sopra si sono un po cancellati per usura minhanno chiesto lista movimenti con la dicitura del versamento glielo mandata due giorni fa nessuna risposta.i documenti inviati sono carta idendita bolletta luce estratto conto copia carta di credito. mancano solo analisi del sangue. dove posso allegare i file?

They just replied to me after asking for a list of transactions and a statement because the card is damaged. Today, after sending everything, they wrote to me and said they want a more legible photo of the card, but I've reported it several times that the card is slightly damaged, and a list and statement would have been enough. But after another 48 hours, they're still checking and saying the card is damaged. I don't know what to do. I've asked for a replacement card, but it will take at least 20 days.

mi hanno risposto proprio adesso dopo avermi chiesto lista movimenti ed estratto conto poiche la carta e danneggiata. oggi mi scrivono dopo aver mandato tutto e mi dicono vogliono una foto piu leggibbile della carta ma se ho segnalato piu volte che la carta e un po danneggiata e bastava lista ed estratto .ma dopo altre 48 ore di verificano ancora a dire che la carta e danneggiata non so piu come uscirmene ho chiesto sostituzione carta ma passeranno almeno 20 gg

Anyway, I've romanced the photo of the card several times and it always gets rejected as damaged even though they said it was okay to send a bank statement. I'm being taken for a ride.

cmq ho romandato.la foto della carta piu volte mi viene sempre rigettata come carta danneggiata anche se mk avevano detto che andava bene mandare un estratto conto sono iuna presa kn giro.

Thank you very much for your reply, marlone79.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thank you for an update.

For an independent review, please send all the same documents that you have sent to the casino to jean.s@casino.guru.

Please include a screenshot of your casino account verification page to show which ones have been approved and which ones are still pending or rejected.

Dear marlone79,

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.