Bitguruz Casino - Il giocatore sta riscontrando ritardi nella verifica dell'account.

I'm having trouble completing the authentication process on this site.

I was asked to provide documents multiple times for about a month.

I feel that it is harassment because once you submit one document, they move on to the next one.

The VIP manager's service is good and I would like to continue playing in the future, but the paperwork request never seems to be completed so I can't enjoy playing.

If you are requesting documents, could you please request them all at once instead of requesting them one by one?

こちらのサイトの認証がいつまでも完了しなくて困ってます。

約1か月間近くの間何度も書類の請求をされ

提出をしては次の書類といった感じで、嫌がらせ行為だと私は感じております。

VIPマネージャーさんの対応もよく今後も継続して遊んでいきたいのですが、書類請求がいつまでも終わらないので気持ちよく遊ぶこともできません。

書類の請求をされるのでしたら1つ1つの請求ではなくまとめて請求をしていただけませんか？

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 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

I'll answer from top to bottom

1. I have submitted my ID and a photo of me holding it multiple times, and the most recent document is my residency certificate.

2. Yes. I was away from home around the New Year, and the computer I was using malfunctioned, but I think I submitted it promptly.

3. So far, I have been requested to submit four or five documents in order. The last document is the Certificate of Residence.

4. Proof of occupancy is pending verification.

Our documents have been reviewed several times so far, so why can't you just send us a summary of all the information?

上から順にお答えします

1.身分証明書やそれを持った写真を複数回、最新の書類は居住証明書をお昼に提出しております。

2.はい。年始周辺は自宅を離れており、遊んでたパソコンも不良になったりなどもありましたが、速やかに提出したと思っております。

3.これまで述べ4回か5回書類の請求が順番に来ております。最後の書類が居住証明書です。

4.居住証明書が確認待ちです。

書類の審査をこれまで数回あり、それらを何故まとめて案内を出していただけないのでしょうか。

Thank you for your reply. Please forward me all the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account at [email protected]. I appreciate your patience and cooperation.

I have sent it to that email address, so please check it.

そちらのメール宛に送りましたので、ご確認のほどお願いいたします。

Hello muraiiiko,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear muraiiiko

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bitguruz Casino representative to join this conversation.

Dear Bitguruz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear muraiiiko,

Thank you for your patience.

Since we have not yet received a response from the casino, I am extending the timer by an additional 7 days. In the meantime, I will also attempt to contact the casino outside of this public thread to request an update regarding your case.

I appreciate your understanding and will keep you informed of any developments.

Dear everyone, we’ve requested documents from the player. He sent us altered financial statement pdf file.

Weve requested original document, client refuses to provide.

Dear Bitguruz Casino,

Thank you for your reply.

Could you please clarify what you mean by an "altered financial statement"? Specifically, we would appreciate details on the detected issue and the exact requirements for an acceptable replacement document.

Thank you in advance.

Dear Barbora,

Thank you for your follow-up.

By an altered financial statement, we mean that the document provided by the player shows clear signs of modification and does not meet standard AML/KYC authenticity requirements. Specifically, our compliance team detected inconsistencies in the PDF file that indicate it was edited after issuance by the bank (including irregular formatting and metadata inconsistencies that are not present in original bank-issued statements).

Due to these findings, the document cannot be accepted for verification purposes.

We have therefore requested the player to provide an original, unaltered bank document, issued directly by the financial institution, either as:

a downloadable statement obtained from the bank’s official online banking system, or

a scanned/photo copy of a physical bank statement clearly showing all pages without edits.

This request is fully aligned with our AML and KYC obligations. Unfortunately, the player has so far refused to provide a replacement document that meets these criteria.

Once valid and authentic documentation is submitted, we are ready to immediately continue the verification process and resolve the case accordingly.

Please let us know if any additional clarification is required.

Kind regards,

Bitguruz Casino

Compliance Team

You say there's a problem with the PDF file I issued, but I have no idea whatsoever.

I've also inquired about the online banking services I've used to submit documents, but they say they don't offer any other formats.

I recently inquired about Japan Post Bank, another bank I hold accounts with, and they told me that the statement they request includes my name and the date of issue, but that my address will be written on an envelope, not on paper.

This document can be issued on paper within two weeks, but there will be a fee.

I emailed them to ask if this document is valid, but I still haven't received a response.

You have no intention of withdrawing the money, do you?

That's why you haven't given me a proper answer, and you haven't even answered my question about the validity of the bank document.

Please understand that not all banks require documents containing the three items you're requesting.

Dear Bitguruz Casino,

Thank you for your clarification.

To ensure a fair and transparent resolution, could you please explicitly confirm whether a paper issued bank statement from Japan Post Bank, even if the address appears only on the envelope and not directly on the document, would be acceptable for verification?

Additionally, could you clearly specify the exact required elements that must be visible on the statement, for example full name, account number, issue date, bank logo, and whether the registered address must appear directly on the document itself?

This will help prevent further misunderstandings and ensure the player provides a document that fully meets your compliance requirements.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Today, I requested and submitted a paper statement for another account.

I am confident that the documents I submitted this time meet all requirements.

If your verification is still rejected after receiving these documents, please let me know what documents I need to submit.

Dear Barbora,

We have received a new document from the player and need to verify whether it meets the requirements of KYC procedures.

To do so, the document must include the following information:

• Full name of the account holder (clearly indicating to whom the account belongs).

• Bank account number or IBAN.

• Name of the bank or financial institution.

• Date of issuance of the statement.

• Period covered by the statement.

• Details of account transactions (including incoming funds).

• Description or purpose of the payments (both incoming and outgoing), allowing to determine the source of the funds.

This information is required to confirm the source of funds and to comply with financial monitoring procedures and anti-money laundering regulations.

If any of the above information is missing or incomplete in the provided document, we will ask the player to update or provide an alternative bank statement.

Hello Bitguruz Casino,

Thank you for the clarification regarding the required elements of the bank statement.

The player has informed us that a new paper bank statement has already been submitted and that it should contain the requested information. Could you please confirm once the verification of this document is completed and let us know whether it meets the stated requirements?

If the document is still considered insufficient, we kindly ask you to clearly specify which exact requirement is missing or incomplete so the player can provide the correct document without further delays.

We appreciate your cooperation and look forward to your update.

They said they received the documents, but have since cut off all contact.

This further demonstrates their uncooperative attitude and their intentional delays in withdrawals.

They have once again brought up information that differs from their initial explanation.

The following two points were suddenly added:

I have saved all previous emails, so I can clearly demonstrate that these were not explained before.

• Bank account number or IBAN.

• Name of the bank or financial institution.

Dear Bitguruz Casino,

Could you please provide an update on the verification of the player’s recently submitted document?

If the document is not accepted, kindly specify exactly which requirement is missing or insufficient so the player can provide the correct one without further delays.

Thank you in advance for your cooperation.