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The casino has delayed my identification and withdrawal for over a month, please help.

Το καζίνο έχει καθυστερήσει πάνω από ένα μήνα την ταυτοποίηση και την ανάληψη μου, παρακαλώ για την βοήθεια σας.

Dear tomylougs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification? Which documents have you submitted? Which documents were approved and which were not?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the payout and verification? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

This is my first time making a withdrawal, all documents have been approved except for a bank history pdf which I have sent, I can't understand what this delay is, mercy, please help.

Πρώτη φορά κάνω ανάληψη, όλα τα έγγραφα έχουν εγκριθεί εκτός ένα ιστορικό τράπεζας pdf το οποίο το έχω στείλει ,δεν μπορώ να καταλάβω τι καθυστέρηση είναι αυτή, έλεος, παρακαλώ για την βοήθεια σας.

Dear tomylougs,

Could you please share with me your communication with the casino regarding the verification of your payment method?

Have you used a payment method that belongs to you to deposit in the casino?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

The only deposit I have made is with a Skrill wallet and of course it belongs to me, I have uploaded everything they need and they are still bothering me, please I will send you everything you need, unacceptable delay, they are not correct.

Η μόνη κατάθεση που έχω κάνει είναι με πορτοφόλι Skrill και φυσικά μου ανήκει , έχω ανεβάσει ότι χρειάζονται και ακόμα με ταλαιπωρούν, παρακαλώ ότι χρειάζεται σας το στέλνω και εσάς, απαράδεκτη καθυστέρηση,δεν είναι σωστοί.

Dear tomylougs,

I haven't received any supporting evidence from you thus far. Have you sent it to me? My email is tomas@casino.guru

Looking forward to your reply.

What exactly do you want me to send you, have you contacted the casino?? They are making fun of me, what do you want me to send you?

Τι ακριβώς θέλετε να σας στείλω, έχετε επικοινωνία με το καζίνο?? Αυτοί με κοροϊδεύουν,τι θέλετε να σας στείλω εσάς?

I have sent you everything I need by email, please help.

Σας έχω στείλει στο μέιλ ότι χρειάζεται, παρακαλώ για την βοήθεια σας.

Thank you very much, tomylougs, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Finally they put the money in, thank you to your casino guru team.

Τελικά τα έβαλαν τα χρήματα, ευχαριστώ την ομάδα σας casino guru.

Thank you, tomylougs, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru