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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. 

Which documents were approved and which were not, to your knowledge? Are there any documents in your account that are currently pending verification?

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

Hello,

I want to explain everything from the beginning because this situation has become extremely frustrating.

I have been playing at this casino for a long time and I have made deposits and withdrawals before without major issues.

Everything changed after I won a larger amount and tried to withdraw my money. Since then, the casino has continuously delayed my withdrawal by asking for more and more documents.

First, I submitted all the standard verification documents they requested and some of them were approved. At one point my account was even verified.

After that, they rejected my withdrawal again and asked for verification of another card. That card is a virtual Revolut card and I already provided official proof from Revolut showing that it belongs to me.

Even after sending that proof, they continue asking for more documents and keep creating new problems every time I complete their requests.

It feels like they are intentionally delaying my withdrawal after my win, even though I have fully cooperated and provided everything they asked for.

I simply want my verification completed and my withdrawal processed.

Please help me resolve this issue.

Thank you.

Since then they keep delaying everything.

They told me they sent my case to another department and asked me to wait. I already submitted absolutely everything they requested.

Every time I provide all documents, they find another excuse. First they approved documents, then they suddenly asked for another card verification.

That card is a virtual Revolut card and I already provided proof from Revolut that it belongs to me.

Now they keep telling me they are waiting for another department response, and this delay has been going on for too long.

I have fully cooperated and sent everything requested. I just want my withdrawal processed.

Thank you.

I want to explain this situation clearly because this has been going on for too long.

I made my recent deposits using my Wise card. You requested verification documents for that card, and even that process took a very long time, but eventually my account was fully verified and accepted.

When I tried to make a withdrawal, your team suddenly brought up an old virtual Revolut card that I used a long time ago for deposits. I already explained that it is a virtual card and Revolut does not provide traditional statements for that card number. Despite that, I still sent you all available proof and confirmations from Revolut.

Now you keep telling me to wait without any clear deadline, even though I already provided everything you asked for.

I want to deposit, play, and withdraw normally, but my account remains blocked because new reasons keep appearing every time.

Please review everything properly and resolve this issue as soon as possible.

I would like to clarify one more important point.

My recent deposit, which generated these winnings, was made via Wise, and I already provided proof for that deposit. This document was also approved by the casino.

However, they are now requesting proof for an old Revolut virtual card used in the past, which is unrelated to my recent deposit and current winnings. I already provided all available information regarding that old card and clearly explained that it is no longer available.

Hello,

I’m contacting you because this situation has become unacceptable.

My account has already been successfully verified multiple times. I have provided all requested documents, proof of payment methods, identity verification documents, and additional evidence several times.

Despite this, every time I try to withdraw my money, the casino cancels the withdrawal and asks for more documents again. This has been going on for more than a month now.

They keep approving my account verification, but when it is time to pay my winnings, they suddenly request new documents again and delay everything.

I have cooperated fully and provided everything they asked for multiple times. At this point, this feels like unfair delaying tactics and a complete waste of time.

Please review this situation and help resolve it, because this ongoing process is extremely frustrating and unfair.

Thank you.

Hello,

My account has already been verified multiple times and I have submitted all requested documents.

I am still experiencing repeated delays with my withdrawal without receiving a clear explanation.

Please process my withdrawal immediately or clearly explain what is missing. If this issue continues, I will escalate it further with Casino Guru and your licensing authority.

I expect this issue to be resolved as soon as possible.

Thank you.

Thank you for your response. While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.

When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case. Repeated messages may also delay responses, as both we and the casino need time to properly review each submission.

Could you please forward the documents you provided to the casino for verification?

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

Thank you very much for your understanding and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TatuDragos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila