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I submitted a request to change my address on my account about 10 days ago. Without this change, I can't complete verification.

I have contacted the support team many times, but I only receive general answers asking me to wait, without providing any specific deadlines.

I am asking Casino Guru to help me determine the status of my application and expedite its processing.

Złożyłem wniosek o zmianę adresu zamieszkania w koncie około 10 dni temu. Bez tej zmiany nie mogę zakończyć weryfikacji.

Wielokrotnie kontaktowałem się z obsługą, jednak otrzymuję jedynie ogólne odpowiedzi z prośbą o czekanie, bez podania konkretnych terminów.

Proszę Casino Guru o pomoc w ustaleniu statusu mojego wniosku oraz o przyspieszenie jego rozpatrzenia.

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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.

• Has your previous address been successfully verified at this casino?
• Have all your other identity documents been approved and successfully verified?
• When was the last time you contacted the casino with the request to change the address in your profile?

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

This is my first time verifying with this casino, so my previous address hasn't been verified yet. I last contacted support on Sunday, January 11th, and was promised that my request would be escalated to the appropriate department. Unfortunately, I've been waiting for a very long time and still haven't received any concrete information or status updates.

I would be grateful for your help in speeding up the processing of my application.

To jest moja pierwsza weryfikacja w tym kasynie, więc moja poprzednia adres nie został jeszcze zweryfikowany. Ostatni raz kontaktowałem się z obsługą w niedzielę, 11.01, i obiecano mi, że mój wniosek zostanie eskalowany do odpowiedniego działu. Niestety, czekam już bardzo długo i nadal nie mam żadnych konkretnych informacji ani aktualizacji statusu.

Będę wdzięczny za pomoc w przyspieszeniu rozpatrzenia mojego wniosku

Thank you for your reply. Please forward any communication you had with the casino’s customer support regarding the verification of your address to veronika.f@casino.guru.

Could you also specify whether you have any official documents that can confirm you previously lived at the address you originally submitted to the casino? Please note that when requesting an address change, it is important to verify both the old and the new address.

Ultimately, the address was changed and the funds were withdrawn. To finalize the matter, I had to contact casino support daily to inquire about the status of my request and verification. After completing the matter, I also submitted a request to close my account. Thank you for your assistance in this matter.

Ostatecznie adres został zmieniony, a środki zostały wypłacone. Aby doprowadzić sprawę do końca, musiałem codziennie kontaktować się z obsługą kasyna i dopytywać o status mojego zgłoszenia oraz weryfikacji. Po zakończeniu sprawy złożyłem również wniosek o zamknięcie konta. Dziękuję za pomoc w tej sprawie.

Dear Pawlak89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru