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I submitted a withdrawal request on May 12 for the funds in my account, but I never received any of the money. My withdrawals were blocked, and after one month, they asked me to complete KYC. I completed the entire requested process, but they still haven’t paid me—it’s been almost a month since I submitted my KYC. I send them messages, and they always say the same thing: that they’re reviewing the case, but they never actually do anything.

Fiz uma solicitação de saque dia 12/05 dos valores que tinham na minha conta, nunca recebi nenhum saque feito, meus saques foram bloqueados e depois de 1 mes me pediram KYC. Fiz todo o procedimento pedido e ainda não me pagaram, ja tem praticamente 1 mes que fiz o KYC. Envio mensagem para eles e sempre falam a mesma coisa, que estao analisando o caso e nunca fazem nada.

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 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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

They requested KYC on May 25. I hadn't seen the email and ended up completing it a few days late. Everything was done through their website: I submitted my ID and a photo of me holding the document.

Eles pediram o KYC dia 25 de maio. Eu nao tinha visto o email e acabei realizando com alguns dias de atraso. Tudo foi feito pelo site deles, documento de identificação e uma foto minha segurando o documento.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I don't remember all the documents I sent because I submitted the verification through the website, and I no longer have access to the verification page on the site. But I've already emailed you some of the photos I sent to them. Thank you—please help me.

Nao lembro todos os documentos que enviei pois foi no site que enviei a verificação e nao tenho mais acesso a pagina de verificação do site. Mas ja enviei para você no email algumas das fotos que enviei para eles. Obrigado, por favor, me ajude.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Alex1106,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Casinia

Dear all,

Thank you for the patience.

We would like to inform you that the relevant department inform us that you need to provide the following documents in order to verify your account :

 Proof of Crypto deposit + Crypto ownership

Kind regards,

Casinia

Where can I send these documents?

Onde posso enviar esses documentos ?

Dear Casinia Casino Team,

If the document provided by the player is not sufficient for your verification process, would it be possible for you to request an alternative document instead?

This may help move the verification process forward and allow the player to complete the required checks.

Thank you very much in advance for your cooperation.

Dear all,

Thank you for the patience.

We would like to inform you to provide here the following Documents :

proof of crypto deposit with visible date and amount + screenshot showing the used crypto wallet address.

Kind regards,

Casinia

Thank you, Casinia Casino, for the update!

Dear Alex1106,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Thank you Alex1106!

Dear Casinia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Alex1106´s verification process.

Please let us know at your earliest convenience.

Dear all,

Thank you for the patience.

We would like to inform you that your account is verified. Please provide crypto wallet for balance processing.

Kind regards,

Casinia

I've already made the withdrawal directly through the website. Thank you very much; as soon as the funds appear in my wallet, I'll let you know.

Ja fiz o saque diretamente pelo site. Muito obrigado, assim que cair na minha carteira eu confirmo a vocês

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

Dear Alex1106,

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,

Martina