Elon Casino - Jogador enfrenta dificuldades com a re-verificação KYC.

I can't withdraw my funds because I can't pass the KYC. My problem is that I have previously gone through the procedure KYC with this service KYCID. This happened a few months ago on another casino website. But they say that I can’t pass with these same documents, allegedly I provided a duplicate. But I don't have another account in their casino and I haven't been verified by them before. As a result, they refuse to re-verify and withdraw funds. I provided a screenshot of an email stating that I had already been verified in KYCID, dated July 14, 2025. However, I did not yet have an account at the casino Elon at that time. I registered an account at the casino Elon in November 2025.

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 negative experience with Elon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot from your verified account in another online casino using the KYCID service? Send this information to my email at tomas@casino.guru
• Have you achieved your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon. I sent you screenshots to your email. I didn't use any bonuses to play.

Hello!

You contacted our support team regarding this situation yesterday. The operator assigned your request a number and forwarded it to our specialists. They then told you that the situation would be resolved within 24 hours. This timeframe has not yet passed, so please wait for a decision.

Sincerely,

The Elonbet team.

Okay, thank you

Apparently I misunderstood because they told me they couldn't help.

Hello again, Mikhail!

We just received a response from our specialists stating that KYC is not required. You can use the available functionality on the website now, withdrawals are available, and the situation has been resolved. Please refresh the page and try again.

Once you're sure functionality has been restored, please let us know here.

Sincerely,

The Elonbet team.

Yes indeed, I was able to withdraw part of the funds and am now waiting.

The withdrawal was successful. Thank you for helping me resolve the issue. I'll continue playing.

I was given a withdrawal, but for some reason I can't place bets. The casino plays the same as before.

Excellent, we're glad you've received your withdrawal. If you encounter any difficulties, please contact our support team; they will be happy to advise and assist you.

Regarding the screenshot with the error, it's possible this is a typical glitch. There are no restrictions. We ask that you refresh the website and reset the cache, or try placing your bet a little later. If the error persists, we recommend contacting support; they will advise you on what to do.

Since the issue you raised has been resolved and the withdrawal has been received, we ask Casino Guru to close the complaint.

I keep getting an error when trying to place a bet, and online chat is unavailable for some reason. Can you help me here?

Could you please clarify which section or game the error occurred in? Please send me a screenshot of the error from today, and I'll pass it on to our specialists.

I can't place bets in the sports section or in the eSports section.

Our specialists have checked your account and found no restrictions. If you encounter this error, please submit a request via online support chat and explain everything in detail to the operator. Before doing so, we recommend refreshing the website and clearing your cache to ensure you can access the chat. You can also access the chat using a different browser.

You said there were no restrictions, but this is what the support team told me: "Dear customer, The appropriate department has reviewed your recent activity and has temporarily disabled your sports betting facility. You will be notified immediately if this facility is reactivated in the future. Thank you for your cooperation."

Hello, Mikhail! When I checked your account information, you had no restrictions. I'll check with my colleagues about this situation.

Thanks a lot.

I checked the information. Indeed, you have been banned from sports betting. This decision was made by the security service and cannot be explained, as the security service reserves the right to restrict any betting at its sole discretion. However, you still have access to deposits and withdrawals, the casino section, and generally to your account and other features.

Too bad. I understand, thanks.

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

Dear mih0,

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,

Tomas