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I submitted a withdrawal request on May 12 for the funds in my account, but I never received any of the money. My withdrawals were blocked, and after one month, they asked me to complete KYC. I completed the entire requested process, but they still haven’t paid me—it’s been almost a month since I submitted my KYC. I send them messages, and they always say the same thing: that they’re reviewing the case, but they never actually do anything.

Fiz uma solicitação de saque dia 12/05 dos valores que tinham na minha conta, nunca recebi nenhum saque feito, meus saques foram bloqueados e depois de 1 mes me pediram KYC. Fiz todo o procedimento pedido e ainda não me pagaram, ja tem praticamente 1 mes que fiz o KYC. Envio mensagem para eles e sempre falam a mesma coisa, que estao analisando o caso e nunca fazem nada.

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 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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

They requested KYC on May 25. I hadn't seen the email and ended up completing it a few days late. Everything was done through their website: I submitted my ID and a photo of me holding the document.

Eles pediram o KYC dia 25 de maio. Eu nao tinha visto o email e acabei realizando com alguns dias de atraso. Tudo foi feito pelo site deles, documento de identificação e uma foto minha segurando o documento.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

Hello Alex1106,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru