Casino Secret - Jogador enfrenta problemas com a verificação KYC.

I played at casinosecret and won, so when I applied for a withdrawal, I was asked to complete KYC, so I completed the KYC and sent it to the casino.

We have confirmed that the response from the casino indicated that a third party had manipulated the account authentication process.

It is said that

As I was a beginner, I didn't know how to do KYC or where to inquire, so I thought it was unfair to be told this when I was doing it myself with the help of a friend, so I inquired.

casinosecretで遊んで当たったので、出金申請をかけたら、KYCが依頼されたのでKYCを完了し、カジノ側に送らせてもらいました。

カジノ側からの返事が、アカウント認証時、第三者より操作された事を確認いたしました。

と言われ

初心者だったので、KYCのやり方も問い合わせするところもわからなくて、友人に教えてもらいながら自分で操作していただけで言われるのは不当ではないかと思い問い合わせさせて頂きました。

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

1. Could you describe the exact steps you took when completing the KYC process?
2. Did you authorize anyone else to operate your account or make changes on your behalf?
3. Did your friend access your casino account from their computer or phone during the KYC?
4. Which documents did you provide for your verification?
5. Did you communicate with your friend while submitting the KYC (e.g., via chat or call)?

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

1. It was a long time ago so I don't remember exactly, but I followed the steps. I took a selfie of my face and submitted my driver's license and resident registration card.

2. I operated the account myself. Since it was my first time playing at a casino, I didn't know how to authenticate, so I just asked a friend for the authentication page.

3. Not

4 I think I submitted my driver's license and residence card.

5 I was doing it while talking with an acquaintance.

1、だいぶ前のころではっきり覚えてないのですが手順にそってやりました。顔のセルフィーと免許所と住民票を提出しました。

２、アカウントの操作は自分で操作しました。カジノを初めて遊んでたので認証の仕方がわからなかったので認証のページを知人にきいていただけです

３していません

4　免許書と住民票を出したと思います

5　知人と話しながらやってました

When exactly did you undergo the verification process?

When was the last time you successfully accessed your casino account?

Am I correct in understanding that you were not alone during the verification call?

If you have any communication between you and the customer support regarding the verification and the closure of your account, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear inuinu27,

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