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Ladies and Gentlemen

I am contacting you because there are significant delays and uncertainties regarding my payment.

On March 17, 2026, I requested my first withdrawal of €500. In accordance with your instructions, I submitted a total of three withdrawals of €500 each (a total of €1,500), as this is the maximum permissible amount per day.

More than four weeks have passed since then without any payment being made. Only after about a month was I asked to submit my verification documents. I fully complied with this request and uploaded all the documents required in the verification section.

Currently, I'm still being shown that documents are missing, without it specifying which documents are still required. Despite multiple inquiries with live support, I'm only being told that it's a delay and that everything is supposedly fine with my account.

This situation is incomprehensible to me and seems increasingly unprofessional, because:

* the payment has been outstanding for over a month,

* the verification process is apparently not transparent,

* and no specific information regarding missing documents is provided.

I therefore urge you to

1. Please inform me immediately which documents may still be required,

2. to complete the verification without delay,

3. and to process and pay out the requested payments as quickly as possible.

I request a prompt and binding response.

Best regards

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da es bei meiner Auszahlung zu erheblichen Verzögerungen und Unklarheiten kommt.

Am 17.03.2026 habe ich meine erste Auszahlung in Höhe von 500 € beantragt. Entsprechend Ihrer Vorgaben habe ich insgesamt drei Auszahlungen à 500 € (insgesamt 1.500 €) eingereicht, da dies der maximal zulässige Betrag pro Tag ist.

Seitdem sind nun mehr als vier Wochen vergangen, ohne dass eine Auszahlung erfolgt ist. Erst nach etwa einem Monat wurde ich aufgefordert, meine Verifizierungsdokumente einzureichen. Dieser Aufforderung bin ich vollständig nachgekommen und habe alle im Verifizierungsbereich geforderten Unterlagen hochgeladen.

Aktuell wird mir jedoch weiterhin angezeigt, dass Dokumente fehlen, ohne dass konkret benannt wird, welche Unterlagen noch erforderlich sind. Trotz mehrfacher Nachfrage beim Live-Support erhalte ich lediglich die Auskunft, dass es sich um eine Verzögerung handelt und mit meinem Konto angeblich alles in Ordnung sei.

Diese Situation ist für mich nicht nachvollziehbar und wirkt zunehmend unseriös, da:

* die Auszahlung bereits seit über einem Monat aussteht,

* die Verifizierung offenbar nicht transparent abgewickelt wird,

* und keine konkreten Informationen zu fehlenden Unterlagen bereitgestellt werden.

Ich fordere Sie daher auf,

1. mir umgehend mitzuteilen, welche Dokumente ggf. noch benötigt werden,

2. die Verifizierung unverzüglich abzuschließen,

3. sowie die beantragten Auszahlungen schnellstmöglich zu bearbeiten und auszuzahlen.

Ich bitte um eine zeitnahe und verbindliche Rückmeldung.

Mit freundlichen Grüßen

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

Hello Attila,

I took a selfie with the casino website in the background, and a picture of my ID card (front and back). I also sent bank statements to verify my bank account details. I sent the documents as quickly as possible and in the requested format. I submitted all documents on April 29, 2026!

Best regards

Hallo Attila,

ich habe ein Selfie von mir mit der Casino website im Hintergrund gemacht, ein Bild von meinem Personalausweis (Vorder sowie Rückseite). Desweiteren habe ich Kontoauszüge zum verifizieren der Bankverbindung gesendet. Die Dokumente wurden vo mir so schnell wie möglich und im angeforderten Format zugesandt. Eingereicht habe ich alle Dokumente am 29.04.2026!

Mit freundlichen Grüßen

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.

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

Dear Chris2ooo,

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,

Attila