CasinoSecret - Il prelievo del giocatore è ritardato a causa di problemi KYC.

Like Vera John Casino, KYC is not accepted.

As a result, withdrawals are being held.

I have written details in a complaint about Vera John Casino, which is also a subsidiary of the same company, but would it be okay if I wrote details here as well?

Since the reasons for the complaints are the same, I think Casino Secret and Vera John Casino are sharing information.

Please take the same action.

ベラジョンカジノ同様にkycがとおりません。

それに伴い出金が保留されています。

同じ系列会社のベラジョンカジノへの苦情に詳細を書いていますが、こちらにも詳細を書いた方がよろしいでしょうか？

苦情理由が同じということで情報共有がカジノシークレットとベラジョンカジノでされているかと思います。

同様の対応お願いします。

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 negative experience with CasinoSecret.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made previous successful payouts from this casino?
• When did you register at this online casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided and in which format?
• Could you please share with me your communication with the casino regarding the verification requirements and why your documents weren't approved? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you ever successfully made a payment from this casino?

No. Just like Vera John Casino, which is operated by the same company, KYC is not accepted, so you cannot withdraw.

When did you sign up for this online casino?

It's November this year.

Did you achieve your current balance thanks to the bonus?

I don't remember, but I don't think I used the bonus.

Can you list what documents you provided and in what format?

Live authentication, selfies, and cryptocurrency identity documents.

Could you please share your communication with the casino regarding the ID verification requirements and why your documents were not accepted? Please send an email or chat transcript to the email address below.

Understood.

これまでにこのカジノから支払いを成功させたことがありますか?

ありません。同じ運営会社のベラジョンカジノ同様にkycが通らないので降りません。

このオンラインカジノにいつ登録しましたか？

今年の11月です。

現在の残高はボーナスのおかげで達成できましたか?

覚えていませんがボーナスは使っていないと思います。

どのような書類をどのような形式で提供したかをリストしていただけますか?

ライブ認証とセルフィと仮想通貨の本人確認書類です。

本人確認要件に関するカジノとのやり取りと、書類が承認されなかった理由について教えていただけますか？メールまたはチャットの記録を以下のメールアドレスまでお送りください。

分かりました。

This is a familiar response, so thank you for your cooperation.

おなじみ対応なのでよろしくお願いします。

Thanks for your patience and information provided.

I am sorry to hear about the recent development.

• Were you informed about the reason why your account in the casino was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your reply.