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I'm having trouble verifying my account. I sent the requested documents, but they're constantly responding with the same message, as if they're ignoring my response.

Estoy experimentando problemas para verificar la cuenta, envié los documentos que me solicitaron, pero una y otra vez me responden con el mismo mensaje, como si no tuviesen en cuenta mi respuesta.

Dear camaleonrojoafricano,

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 you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

What message do you keep receiving from the casino? Please forward it to me at veronika.f@casino.guru, or post screenshot here.

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Could you please tell us which documents you have already provided and when exactly you submitted the last one?

• Identity document (front and back)
• A bank statement
• A screenshot of my crypto wallet, showing my wallet address, full name, and visible timestamp.
• A deposit of 25 euros in cryptocurrency (USDT TRC20) to verify the wallet.
• The last message I sent was on April 18th.

Have you provided all the required documents as soon as possible and in the correct format?

• In principle, yes, and if not, I would ask the casino to contact me to resolve any questions.

What message do you keep getting from the casino?

• They are asking me for the same documents I mentioned above, without explaining whether the documents have been rejected or what exactly happened.

¿Podrías indicarnos qué documentos ya has proporcionado y cuándo exactamente enviaste el último?

• Documento de identidad (anverso y reverso)
• A bank statement
• Una captura de pantalla del crypto wallet, donde aparecen; mi wallet address, mi full name y a visible timestamp.
• Un depósito de 25 euros en criptomonedas (USDT TRC20), para verificar la wallet.
• El último mensaje lo envié el 18 de abril.

¿Ha proporcionado todos los documentos requeridos lo antes posible y en el formato correcto?

• En principio sí y si no es así, le pediría al casino que se pusiese en contacto conmigo para resolver cualquier duda.

¿Qué mensaje sigues recibiendo del casino?

• Me solicitan los mismos documentos que he mencionado anteriormente, sin explicarme si los documentos han sido rechazados o que ha pasado exactamente.

Have any of your documents been approved by the casino in the meantime?

Have you made any other deposits into this casino apart from the verification deposit of €25?

Have any of your documents been approved by the casino in the meantime?

• I don't know, since the casino hasn't commented.
• They just send the same message over and over again.

Have you made any other deposits at this casino other than the €25 verification deposit?

• Yes, please make a deposit of 500 USDT.

¿Alguno de sus documentos ha sido aprobado por el casino mientras tanto?

• No me consta, ya que el casino no se ha pronunciado.
• Se limitan a enviar una y otra vez el mismo mensaje.

¿Ha realizado otros depósitos en este casino aparte del depósito de verificación de €25?

• Sí, realice un depósito de 500 USDT.

Could you please forward me the documents you sent to the casino for verification at veronika.f@casino.guru? I appreciate your patience and cooperation.

Dear camaleonrojoafricano,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.