Sushi Casino - A verificação da conta do jogador está atrasada.

Good morning.

I am writing to you because I need Casino Guru to help me mediate with Sushicasino so that my account can be verified.

I've been trying to verify my Sushicasino account for over a month and a half. I've contacted the casino many times via chat and email with their support team, and it's always the same: they tell me my verification is correct but that one document is missing. They tell me which document is missing, and when I upload it, they reject my verification a few days later. I write to them again, and then they tell me another document is missing, and this has been going on for over a month and a half...

I have already uploaded those documents to the casino website several times, but they keep asking for them again.

I don't have a lot of money tied up in the casino, only about 300 euros, but I'm not willing to lose it because the casino isn't helping me verify my account.

I request that Casino Guru help me mediate with the casino so that my account can be verified and I can withdraw my money.

Thank you so much for your help.

Buenos días.

Les escribo porque necesito que casino gurú me ayude a intermediar con Sushicasino para que mi cuenta sea verificada.

Llevo más de un mes y medio intentando verificar mi cuenta en Sushicasino. He hablado con el casino muchas veces por chat y también por correo electrónico con el equipo de soporte y siempre sucede lo mismo, me dicen que mi verificación está correcta pero que sólo falta un documento, me indican qué documento es el que falta y cuando subo el documento, pasados unos días me rechazan la verificación, les vuelvo a escribir y entonces me dicen que falta otro documento y así llevo más de un mes y medio…..

Esos documentos que me solicitan, ya los he subido varias veces a la web del casino, pero vuelven a pedírmelos de nuevo.

No es mucho dinero el que tengo retenido en el casino, tan sólo unos 300 euros, pero no estoy dispuesto a perderlos porque el casino no me está ayudando a verificar mi cuenta.

Solicito a casino guru que me ayude a intermediar con el casino para que mi cuenta pueda ser verificada y pueda retirar mi dinero.

Muchas gracias por su ayuda.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear 11Juanjo,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina.

Thank you so much for writing to me. I've sent the casino a lot of documentation.

Photo of my ID card.

Live selfie taken via the casino website.

Photos of the two credit cards I used to deposit money into the casino.

Certificate of ownership of the account from which I request the withdrawal of money.

Several bills: internet, mobile, television, car insurance... (some I've sent twice).

In the last withdrawal request that was rejected yesterday, the email I received from sushicasino stated verbatim the following: " Your withdrawal request of 15-02-2026 for EUR 296.08 has been rejected. If you have any questions, please contact our customer support team ."

And every time I contact them again, they ask me for some of the documents I've already sent... I send them again and after a few days, the deposit request is rejected again.

Thank you so much for your help.

Sincerely.

Juanjo.

Hola Kristina.

Muchas gracias por escribirme. Al casino le he enviado muchísima documentación:

Foto de mi DNI.

Selfie en directo realizado a través de la página web del casino.

Fotos de las dos tarjetas de crédito con las que he ingresado dinero en el casino.

Certificado de titularidad de la cuenta en la que solicito la retirada de dinero.

Varias facturas: de internet, de móvil, de televisión, del seguro del coche.....(algunas las he enviado dos veces).

En la última solicitud de retiro que me rechazaron ayer, en el correo electrónico que me envió sushicasino, me decía textualmente lo siguiente "su solicitud de retiro del 15-02-2026 de EUR 296.08 se ha rechazado. Si tiene alguna pregunta, comuníquese con nuestro equipo de atención al cliente".

Y cada vez que me vuelvo a comunicar con ellos, me vuelven a pedir alguno de los documentos que ya he enviado......lo vuelvo a enviar y pasados unos días, otra vez rechazada la solicitud del depósito.

Muchas gracias por tu ayuda.

Atentamente.

Juanjo.

Thank you very much for your reply, 11Juanjo. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good morning Kristina.

I just sent it to your email address ( kristina.s@casino.guru ), the correspondence that the casino has sent me during the last two months when it rejected my verification and withdrawal request.

Each time my resend request was rejected, I contacted the casino via chat and they told me the same thing as in the emails.

Greetings and thank you very much for your kindness and for dedicating your time to helping me.

Buenos días Kristina.

Acabo de enviarte a tu dirección de correo electrónico (kristina.s@casino.guru), la correspondencia que me ha enviado el casino durante los dos últimos meses cuando rechazaba mi verificación y mi solicitud de retiro.

Cada vez que me rechazaban la solicitud de reenvío, me ponía en contacto con el casino a través del chat y me indicaban lo mismo que en los correos electrónicos.

Un saludo y muchas gracias por tu amabilidad y por dedicar tu tiempo a ayudarme.

Hello 11Juanjo,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for letting me know. Enjoy your vacation!

All the best!

Muchas gracias por avisarme. Que disfrute de las vacaciones.

Un saludo!

Hello 11Juanjo,

Thank you very much, and please accept my apologies for the late reply. Has there been any news since your last message, please?

Hi Kristina.

Everything remains the same for now. I haven't contacted the casino again.

Hola Kristina.

De momento todo sigue igual. No he vuelto a contactar con el casino.