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Won't process my verification. Support teams doesnt give you any information or any kind of help. I've been waiting for 30 days for my account verification and still waiting even if the ''escalated'' my verification. I always have to reach out to an agent to get update (who gives you nothing). I always have to repeat the information to 2 or even 3 agents because some agent doesn't note the informations you give.

Dear Lizzk7,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

MAY 7

Account locked during a live casino session (that I paid) due to verification, without any warning.

Later that day, my documents were rejected. I talk to an agent regarding the rejected documents. Sent new

documents of a proof of my address, front and back of my driving license and a selfie of me holding my driver

license the same day which were accepted later on. Agent also told me that he escalated verification. 

MAY 9

Getting in touch with a agent to get an update on my verification. Agent told me that he escalated my

verification to the relevant department.

MAY 10

Talked to an agent whom told me that my bank statement was verified. He told me that the only step left is

that the transaction teams needs to update my bank details. Also told me that it should take 1 to 3 business

days. Agent told me that he escalated my verification to the relevant department.

MAY 13

Talked to an agent for update. Nothing has moved, he told me that he escalated my verification.

MAY 14

Talk again to an agent to get another update, but my verification hasn’t moved. He also told me that he was

going to escalate my verification (which it was already supposed to be). He was also supposed to send me a

email to confirm my escalation, which I haven’t received. So later that day I again talk to agent regarding the

matter.

MAY 16

Asked an update for the verification to an agent, but nothing has evolved.

MAY 18

Received an email telling me that I need to send the front and back of my 2 credit card. One is a real credit

card and the other one is a a virtual prepaid card that I use when I travel. So I send the picture of my card and

screenshots of my virtual prepaid card.

MAY 19

Document of the virtual prepaid card is refused. Operation teams asked for a bank statement, which I cannot

provide since it’s a virtual prepaid card. Talked to an agent to explain the problem regarding my virtual

prepaid credit. Told him that I send screenshots of the card with my name but it was rejected and that I have

no bank statement. To resubmit that screenshot of the card, so I did. I send an email to the operation team

explaining the whole situation of the prepaid card with all the screenshots I could send. Hasn’t gotten any

answer.

MAY 24

Talked to an agent for an update. Told me that I need to send picture of the virtual card. Explained him the

exact same thing that I told the agent on may 19.

MAY 31

Talked to an agent to get update. Told me that I need to send picture of the virtual card. Explained again the

exact same thing that I told the agent on may 19. Agent told me that he escalated my verification to the

relevant department and to his superiors.

JUNE 5

Talked to an agent for update. Agent hasn’t answer my questions. Told me that my verification was escalated

to the relevant department. Then closed the chat immediately.

Thank you very much for your reply, Lizzk7. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lizzk7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.