Winhero Casino - L'account del giocatore è stato chiuso e i prelievi sono stati negati.

Hello. To state my requirements briefly: my account has been denied authentication, forced-banned, and my withdrawals have been refused. They are demanding excessive KYC documents. It is clear that they are doing this to block and confiscate my funds by refusing withdrawals, which is highly malicious. I would like you to take action. I have attached the contents of the email I received.

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.

Dear salisero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide during the verification process?

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

Best regards,

Jean

I believe it was either a live game or a slot machine. I do not remember the details very well.

Regarding the balance, I received the first deposit bonus as a parachute bonus, but since I only bet with the cash portion, I do not think the bonus was involved. I only played at the casino for a short time after registering my account; I just wanted to try the first deposit bonus and check if it was a safe casino that would allow withdrawals, so I only played a little. I do not know the exact date and time I was blocked, but the notification of the block arrived on 05/13 at 18:25 (JST).

For identity verification, I was initially asked for a standard photo of my passport, an image of myself with my passport, and a utility bill or a municipal tax or fixed asset tax invoice (issued within the last 3 months). I went to the trouble of preparing these certificates and my passport for that purpose. However, the reality was that my KYC was rejected multiple times thereafter, and eventually, I received a message requesting that I take a video.

This is the content of the email I received from them.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

After that, I was away from home for a while, so I could not respond to this message. Then, suddenly, a message was sent stating that my account had been suspended.

Thank you for the detailed update. I understand your concerns regarding the verification process and the subsequent suspension of your account. To proceed, I need a few clarifications:

• Please provide the date when you registered your account and the date the casino first asked for documents for verification.
• Do I understand correctly that you were not able to send the final video verification before your account was suspended?
• Could you please forward all relevant correspondence between you and the casino to [email protected]?
• Please also forward to my email all the documents that you sent to the casino for verification.

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello salisero,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru