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Good evening,

It's been exactly 20 days that the site in question continues to ask me for document after document to withdraw my money.

The winnings came from a sports bonus. I wagered the bonus until I met the wagering requirements to convert it into real money. I verified my account by sending selfies, cryptocurrency and bank statements, transaction screenshots, and a utility bill. Despite this, they continue to ask me for documents proving my income. I believe that after sending all of this, they are becoming very intrusive, requesting documents that go beyond common sense.

Buonasera,

sono esattamente 20 giorni che il sito in questione mi continua a richiedere documenti su documenti per prelevare i miei soldi

La vincita è maturata da un bonus sport, ho giocato il bonus fino al raggiungimento dei requisiti di puntata per trasformalo in saldo reale. Ho verificato il mio conto mandando selfie, estratti conto crypto e banca, screen delle transazioni, bolletta. Nonostante questo, continuano a chiedermi documenti che attestino il mio reddito. Ritengo che dopo aver mandato tutto ció, stiano diventando molto invadenti, richiedendo documenti che vanno oltre i limiti del buon senso.

Important notice:

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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 take KYC lightly.

• Could you please list 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?
• Could you please explain what constitutes your income? Have you provided documents to support this?

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,

Tomas

Sure, I verified my account biometrically with a selfie, sent a utility bill to verify my address, sent all crypto transactions for deposits from my crypto account, sent a screenshot of my crypto account header, and sent two bank statements.

They keep asking for a screenshot showing that I purchased crypto with my bank and then deposited it into their casino. But as I've explained to them several times, this hasn't happened, as I've already had money in my crypto account for a while, money I use for trading or investing. I even provided a screenshot showing that I make numerous transactions every day, including during the period I deposited the money into their site. Despite all my explanations, they continue to ask me for more documents.

Certo, ho verificato il conto tramite sistema biometrico con un selfie, ho inviato una bolletta per verificare il mio indirizzo, ho inviato tutte le transazioni crypto dei depositi dal mio conto crypto, ho inviato lo screen dell'intestazione del mio conto crypto, ho inviato due estratti conto bancari.

Loro continuano a chiedere uno screen dove si vede che io ho acquistato crypto con la mia banca, per poi depositarli nel loro casinó, ma come ho spiegato a loro piu volte, questo non è avvenuto, in quanto avevo già dei soldi nel mio conto crypto da tempo, soldi che uso per fare trading o investire. Ho anche fatto uno screen che dimostra il fatto che faccio molte operazioni tutti i giorni, comprese anche nel periodo in cui ho depositato i soldi nel loro sito. Nonostante tutte le mie spiegazioni, continuano a richiedermi nuovi documenti.

Thanks for the explanation.

• Could you please share with me the relevant communication with the casino regarding these verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation

Good morning,

I sent everything by email.

Buongiorno,

ho inviato tutto via mail.

I'm updating the case with the latest correspondence. The casino is asking me for a screenshot of the mother-child benefit I receive as proof of income. After sending it, they tell me this proof isn't necessary and that I don't need to send anything else.

I then ask what I should send, they tell me

Aggiorno il caso con l’ultima corrispondenza. Il casinò mi richiede uno screen dell’indennità per le madri con i figli che ricevo come prova di avere un reddito, dopo averlo mandato, mi dice tale prova non è necessaria e che non serve inviare altro.

Io chiedo allora cosa debba mandare, mi dicono

Update: After I sent the documents, they didn't respond. I sent another email to see if there was any news, but they didn't respond. This morning, they emailed me to tell me that since I didn't respond to them and provide the requested documents, they're closing my account. This is crazy.

Aggiornamento: dopo aver inviato i documenti, non mi hanno risposto, ho inviato una nuova mail per capire se ci fossero novità, non mi hanno risposto. Questa mattina mi hanno scritto per dirmi che non avendo risposto a loro, fornendo i documenti richiesti, mi chiudono il conto. Siamo alla follia.

Last correspondence.

Ultima corrispondenza.

Dear liiubov,

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, Romi (romana.r@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,

Tomas