Wild Robin Casino - Der Spieler hat Probleme mit der Verifizierung.

The casino tells me my account is not verified. I sent documentation by email and they keep telling me the same thing. I have all the evidence.

El casino me indica que mi cuenta no esta verificada envie documentacion por mail y me siguen diciendo lo mismo tengo todas las envidencias

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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.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing.

The screenshot you uploaded with your complaint suggests that your account currently does not require verification. For this reason, you are unable to submit any documents directly through your casino account.

• Have you been explicitly requested by the casino’s customer support to send your identity documents for verification, or are you trying to get verified on your own initiative?
• Are there any pending withdrawal requests in your casino account? If so, please specify the amounts and the dates when you requested the withdrawals.
• What types of games did you play at this casino?
• When did you send your documents to the casino via email, and what response, if any, did you receive?

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

Thank you so much for your reply. I also emailed all the documents and recorded all the chats.

WHAT I DON'T UNDERSTAND IS:

THEY DON'T MAKE ME VERIFY ANY DOCUMENTS TO MAKE A DEPOSIT

NOT FOR THE FIRST WITHDRAWAL OF €1000 EITHER

NOT FOR THE SECOND WITHDRAWAL OF €1000 EITHER

FOR THE THIRD WITHDRAWAL OF €1000, I ALSO HAD TO OPEN SEVERAL COMPLAINTS BECAUSE THEY DID NOT WANT TO MAKE THE TRANSFER

On the fourth withdrawal I encountered a chat block and a withdrawal block, but the account is verified.

MUCHAS GRACIAS POR RESPONDER ADEMAS LO ENVIE POR MAIL TODOS LOS DOCUMENTOS TENGO GRABADOS TODOS LOS CHAT Y TAMBIEN LO ENVIE POR MAIL

LO QUE NO ENTIENDO ES:

PARA DEPOSITAR NO ME HACEN DE VERIFICAR NINGUN DOCUMENTO

PARA EL PRIMER RETIRO DE 1000E TAMPOCO

PARA EL SEGUNDO RETIRO DE 1000E TAMPOCO

PARA EL TERCER RETIRO DE 1000 E TAMPOCO EN ESTE ULTIMO RETIRO ME COSTO ABRIR VARIAS RECLAMACIONES PORQUE NO QUERIAN REALIZAR LA TRAFERENCIA

EN EL CUARTO RETIRO ME ENCUNTRO BLOQUEO DE CHAT Y BLOQUE O DE RETIRADA PERO LA CUENTA ESTA VERIFICADA

Hello OPERAROR1123,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

On December 24th I was able to resubmit the documents through KYC, but it says it's a 24-hour process and to this day, December 29th, everything remains the same.

El día 24 de diciembre pude enviar de nuevo los documentos por kyc pero pone que es un proceso de 24 h y hasta el día de hoy sigue todo igual y es 29 de diciembre

Have you sent any emails to me at veronika.f@casino.guru? I have not received any messages from you so far.

If you have not yet shared any evidence with me, kindly provide all relevant materials regarding the verification of your account. This may include chat transcripts, email communication with the casino, screenshots, or any other documents that could be relevant to our investigation.

Thank you for the screenshots. Could you please advise why you provided your wife's documents to the casino, and which of her documents you provided?

Because my wife and I were playing and she inserted a debit card and they asked me for a selfie and a copy of that card

Porque yo y mi mujer jugamos y ella intruducio una targeta de debito y me pidieron un selfie y una copia de esa tarjeta

Is your wife the only owner of the debit card used to deposit money into your casino account?

Dear OPERAROR1123,

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,
Veronika
Casino.Guru