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Hello!

I made a deposit of 100€ and managed to make 750€ from the bet. But when the time of my withdrawal came, they cancelled it and told me that I must identify my account on January 26, 2025, which I did immediately. I sent the necessary documents that they asked me and on February 6, 2025 they asked me to do the identification from their site inside, which I did immediately. In the first email I received for the identification it said that the identification takes 5 working days.I opened live chat after 5 working days to ask what happens with the identification and they told me that it takes 30 working days or more. And we reach today, March 17, 2025. I open daily live chat to ask what's going on with the identification because it's been over 30 working days. And every time they tell me the same and the same, sorry for the inconvenience, our team is trying to complete as soon as possible and please a lot of patience. I don't know what else to do or where else to go and I have 750€ in there.

Dear pq7tjh28sk,

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 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 any of your identity documents been successfully verified by the casino's relevant department?

What types of games did you play?

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,

Veronika

On January 29, 2025, I sent my ID from both sides, I sent a photo of me holding the mobile phone with one hand in the live chat that I was talking to the employee at that time and with the other hand holding my ID from the front side and finally I sent a bank statement for the month of January from the bank where I made the deposit. On February 5, 2025, I received an email to go to their site and do the account identification from their site. The only thing that was verified was the identification I did from their site. I only bet on sports.

Στις 29 Ιανουαρίου 2025 έστειλα την ταυτότητα μου και απο τις 2 πλευρές, έστειλα μια φωτογραφία εμένα κρατώντας με το ένα χέρι το κινητό μέσα στο live chat που μιλούσα εκείνη την στιγμή με τον υπάλληλο και με το άλλο χέρι κρατώντας την ταυτότητα μου από την μπροστινή πλευρά και τέλος έστειλα ένα bank statement του μήνα Ιανουαρίου από την τράπεζα που έκανα την κατάθεση. Στις 5 Φεβρουαρίου 2025 μου ήρθε ένα email να μπω στο σάιτ τους και να κάνω την ταυτοποίηση λογαριασμού από το σάιτ τους. Το μόνο που επαληθεύτηκε είναι η ταυτοποίηση που έκανα από το σάιτ τους μέσα. Έπαιζα μόνο στοίχημα σε αθλήματα.

Am I correct in understanding that your identity verification in the casino account was successful?

Has the casino provided any details on what exactly they need to investigate for 30 days? Does the investigation relate to your gameplay or your identity verification?

Looking forward to your response.

The account verification I did through their site was successful, yes, but they asked me for other documents for identification.

The casino tells me exactly this:

Please refer to clause 11.6 of our Terms and Conditions:

11.6. If internal inspections conducted by the Company's specialists reveal any signs of illegal actions by the Client, the Company may cancel all registered Bets, block the Client's account, and conduct an additional investigation of such actions, in particular request documents from the Client as may be required for such investigation. If the investigation proves that the Client has not committed any illegal actions, the client account will be unblocked. In other cases, including, but not limited to, non-provision, or provision of an incomplete package of documents, or other attempts by the Client to prevent the additional investigation, the Company may close the Client's account and apply to law-enforcement authorities. This investigation may take up to 30 business days, in some exceptional cases more than 30 business days.

Η επαλήθευση του λογαριασμού που έκανα από το σάιτ τους μέσα ήταν επιτυχής ναι αλλά μου ζήτησαν κι άλλα έγγραφα για την ταυτοποίηση.

Το καζίνο μου γράφει ακριβώς αυτό:

Please refer to clause 11.6 of our Terms and Conditions:

11.6. If internal inspections conducted by the Company's specialists reveal any signs of illegal actions by the Client, the Company may cancel all registered Bets, block the Client's account, and conduct an additional investigation of such actions, in particular request documents from the Client as may be required for such investigation. If the investigation proves that the Client has not committed any illegal actions, the client account will be unblocked. In other cases, including, but not limited to, non-provision, or provision of an incomplete package of documents, or other attempts by the Client to prevent the additional investigation, the Company may close the Client's account and apply to law-enforcement authorities. This investigation may take up to 30 business days, in some exceptional cases more than 30 business days.

I just received an email and they told me that they closed my account because they found other accounts from me. Which is not true, they are lying. I only have 1 account. They closed my account and are not giving me my €750. They are unacceptable and thieves. Please help me.

Μόλις έλαβα email και μου είπαν ότι μου έκλεισαν τον λογαριασμό γιατί βρήκαν κι άλλους λογαριασμούς από μένα. Κάτι που δεν ισχύει λένε ψέματα. Έχω μόνο 1 λογαριασμό. Μου έκλεισαν τον λογαριασμό και δεν μου δίνουν τα 750€ μου. Είναι απαράδεκτοι και κλέφτες. Βοηθήσετε με παρακαλώ.

Thank you for keeping me updated. Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.

Also, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

I just forwarded the email.

I live in the house with my mom and my little sister. I'm the only one playing in the casino.

Also I’ve never used any vpn.

Thank you very much, pq7tjh28sk, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Sure thank you!

Hello there,

Thank you pq7tjh28sk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

I hope so solve it because I didn’t do anything illegal.

I asked them to send me something that proves everything they’re saying and guess what. I got the same answer with no proof.

They’re liars and just don’t want to give me my money.

Hello,

Hope everyone is doing well.

We will review the case with the relevant department and get back to you with more detailed information once we have an update.

Best regards,

Hello,

We have provided a response to (peter.c@casino.guru) explaining the reason for the account suspension due to a terms violation.

Please kindly review it and let us know if any additional information is required.

Kind regards.

Hello pq7tjh28sk,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pq7tjh28sk,

After gathering all the necessary information it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter