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I’ve received an email saying that during a security check the card I’ve been using isn’t mine!! But it is and now I’m being asked for my drivers license picture, a picture of my passport and a hand written letter with my signature all to get my winnings out! This sounds suspicious to ask such details when I’ve already provided the relevant information asked for.

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru? To the best of your knowledge, could you explain why any inconsistencies in your depositing method have arisen? I can only recommend cooperating fully with the casino and provide all the additional documents required to verify your account. I will set the timer for 7 days and ask you kindly to keep me informed about any development. If there’s none by the end of next week, we will intervene. Thank you very much for your understanding.

Best regards,

Petronela

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.