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I can't make the payment.

Payment yes, payment no.

Apparently my international bank account is non-existent.

Ne mogu da izvršim isplatu novca.

Uplatu da, isplatu ne.

Navodno je moj međunarodni bankovni račun nepostojeći.

Hello,

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 whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

What is KYC verification?

I entered everything necessary, you are not allowing me to withdraw money to my account because the bank account is not valid when it comes to payments!

Šta je KYC verifikacija?

Unela sam sve potrebno, ne dozvoljavate mi da povučem novac na račun jer bankovni račun nije važeći kada je isplata u pitanju!

Thank you for your reply, Jela. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or a few smaller withdrawals without it, but most often, casinos ask for documents at the point of the first withdrawal.

• Have you provided any documents to verify your identity?

Also, could you please post the casino's website here in this thread? I want to ensure that you submitted the complaint regarding the correct casino, as this one only accepts players from Italy.

I delivered all of that at the beginning.

ID card and photo of the card.

Sve sam to na početku dostavila.

Lična karta i slika kartice.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Jela,

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,
Kristina
Casino.Guru