SlotsandCasino - O jogador teve seus saques atrasados devido a problemas de verificação.

So I currently have to withdrawals on hold and 350 in the account that I was going to cash out but wanted to wait to make sure the first two went thru. I had to verify my identity so after sending over 30 emails of proof of my identity and proof of address they keep saying that they want all four corners of id ok so I did that then they wanted selfies of me holding id and im covering up the corners and then they want it in pdf at first then they said no jpeg and finally after 15 pics of me sending id they finally accepted that cause they didn’t say anything else about id then it became an issue of proof of address I have sent four documents in pdf and png and Joey because they are saying diffrrrnt name different address and now it’s not the full document I have underlined everything they have asked for and they keep sending emails saying unfortunately it’s not meeting the required guidelines I sent two different bank statements with my address name and date of December. Honestly I’ve exhausted all things I can do I think they literally want my first born child I have proof of their and my emails and all the screenshots of all the documents I have sent them

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 take KYC lightly

• Could you please confirm that the bank statements you provided are associated with the deposits you made to the casino?
• Could you please share with me your recent communication with the casino regarding the verification requirements? 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 in advance for your reply.

Best regards,

Tomas

Dear Jpz1904,

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.

The whole bank statement area 13 pages long and the other one is 9 I’ve tried to send pdf and zip but it won’t let me so I’m not sure how I can show u the documents but I can provide all the emails back and forth rt now

Those last two documents were most important cause at the end they wanted me to take a picture of my debit card front and back and they already said license was good and now it’s not again

Now there was a mixup on my part at first I was sending them the wrong document I was recently married so I was showing them documents and I’d with my maiden name at first till I realized the fallicy and I corrected it and sent the correct ones

Hello Jpz1904,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes of course enjoy your vacation at this point they are not trying to pay me anytime soon so I see nothing wrong with you taking a long vacation. I just appreciate you looking into the case period. Enjoy the rest of your vacation

Dear Jpz1904,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Jpz1904,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotsandCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Thank you so much Lucia for heloing

Helping

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok thank uou

Hello Lucia and Jpz1904,

Thank you for bringing this case to our attention. Our internal team is actively reviewing the details, and we’ll be sure to provide an update on this thread as soon as possible.

We appreciate your patience and are working to resolve the verification delay promptly.

Best regards,

Casino Experience Team

So I just got an email saying my documents have been approved hold on I’ll send you a screenshot

So I just tried to withdraw 350 of it and they said im only able to withdraw 150 and here is our conversation. Of the reason why

So I asked them what does their last email mean and they sent this

Hello Jpz1904,

To make sure I fully understand your situation, could you please clarify the details regarding the bonus and your account activity?

As I understand it, you previously had real funds in your account (without an active bonus) that you intended to withdraw, but were unable to do so due to verification issues. Then, after submitting the complaint, you made a deposit of $150, which was added to your real balance and a bonus was activated.

Could you please confirm if this understanding is correct, or let me know if anything differs?

no everything is ok i guess i didnt understand that i signed up for an active promotion at trhe time i was waiting for my money so they only are giving me 150 but im at fault for that one im still waiting on the 150 dollar withdrawal but they said my documents were approved so we will see if it goes thru and thank you again guys i know if it wasnt for you they would not have approved them

Thank you for clarification. I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

I will

Hello Lucia,

We’re pleased to confirm that the withdrawal has now been successfully paid. If the player has not yet received the funds, they should see them reflected very shortly according to the confirmations on the blockchain.

To provide some clarification regarding the verification delay: during our review, we identified that two separate accounts had been created (usernames J**16 and J**19). Some verification documents were submitted under one account, while additional documents were uploaded to the other. This split submission is what caused the processing delay. With the assistance of our internal team, we were able to consolidate and complete the verification successfully, as the player also confirmed in their follow-up response.

Thank you for bringing this matter to our attention. If you need any further clarification from our side, please don’t hesitate to reach out.

Best regards,

Casino Experience Team

Dear SlotsandCasino representative,

thank you very much for the clarification.

Dear Jpz1904,

can you please give us an update? Have you received your withdrawals?

Oh yes im sorry I received it yesterday so thank you so very much

Dear Jpz1904,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Lucia S 

Casino.Guru