UnlimLuck Casino - Il ritiro del giocatore è ritardato a causa del rifiuto dei documenti.

Good afternoon, I've been trying to validate my account and withdraw funds since April 17 and I can't. I've sent 4 different proofs of address and they won't accept them. I've sent 4 different proofs of address and they won't accept any of them. It's a disgrace.

I hope you can help me with this.

They don't validate documents at all and I've sent them all the proofs of address I can. It's a disgrace!

Boa tarde, desde o dia 17/04 que tento validar a minha conta e retirar os fundos e não consigo. Já enviei 4 comprovativos de morada diferentes e não aceitam nenhum. É uma vergonha.

Espero que me ajudem nesta situação.

Não validam de forma nenhuma documentos e eu mandei todos os comprovativos morada possíveis. É uma vergonha!

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which of your documents have not yet been approved by the casino during the KYC process?
• Which documents have you submitted to the casino as proof of address so far? Were these documents provided in the correct format, and do they contain all the necessary information confirming the address entered in your casino profile?
• Has the casino customer support explained why your documents could not be approved during the KYC process?

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

Best regards

Veronika

I've already sent an official tax document, a bank statement, a travel invoice and now a telecommunications invoice. Yes, I sent them all in the correct format! And they never explain why!

Já enviei documento oficial das finanças, extrato bancário, fatura de uma viagem e agora fatura de telecomunicações. Sim mandei todos em formato correto! E eles nunca explicam o porquê!!

Thank you for your reply. Please forward me the documents that you sent to the casino as your proof of address at [email protected]. Kindly include the most recent conversations between you and the casino customer support regarding the verification of your account as well. I appreciate your time and cooperation.

Dear Ruben8Fernandes,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru