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I wanted to withdraw €607. I submitted all the necessary documents for verification. After a week, my account was blocked and the withdrawal was refused.

ich habe 607€ auszahlen lassen wollen.Habe alle punkte ordnungsgemäss zur veriefizierung Dokumte zukommen lassen.Nach einer Woche wurde mein Konto gespeert und mir wurde die Auszahlung verweigert.

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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.

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Dear MikeAre,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Do I understand correctly that your account is recently blocked and you are unable to access the casino?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra

I sent documents such as my driver's license, bank statements, facial recognition, letters from the Public Employment Service (AMS) showing my home address, and my bank account details. Then, after 5 days, my account with a balance of €607 was deleted, and I was informed that my information was false, my account was therefore closed, and my balance would not be paid out. However, I can prove 100% that my information was correct and truthful.

Ich habe Dokumente wie Führerschein,Kontoauszüge,Gesichtserkennung,AMS-Briefe mit der Wohnadresse und meine Kontodaten geschickt.Dann wurde meine Konto mit 607€ Guthaben nach 5Tagen gelöscht und mir mitgeteilt das meine Angaben nicht der Wahrheit entsprechen und mein Konton deshalb gelöscht wurde und mir mein Guthaben nicht ausgezahlt wird.Ich kann aber 100% Belegen das meine Angaben richtig und Wahrheitsgetreu waren.

Thank you for your reply and for providing the previous details, MikeAre.

• Could you please send me your game history, or advise which games you played?
• Additionally, could you please advise us of your recent verification status?
• Could you also let us know the current status of your withdrawal request? Please confirm whether it is marked as pending or processed in your casino account. If possible, kindly post a screenshot of your withdrawal history in this thread.

Furthermore, please provide any additional communication you have had with the casino. This may include screenshots, emails, or chat records. You may send all documents to [email protected] or upload your screenshots directly to this thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear MikeAre,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru