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Hello,

I have a problem with this casino. I have no contact with them. I passed verification level 1 and 2. Verification was accepted. Then the account was closed without giving reasons. I would like to emphasize that I passed verification level 1 and 2. I ask for mediation because I have no contact with them.

I am open to further verification. I want to withdraw funds.

Witam,

mam problem z tym kasynem. Nie mam z nimi kontaktu. Przeszedłem wryfikację 1 i 2 lvl. Weryfikacja została zaakceptowana. Potem zostało zamknięte konto bez podania przyczyn. Chciałbym podkreślić że przeszedłem weryfikację 1 i 2 lvl. Proszę o mediację, ponieważ nie mam z nimi kontaktu.

Jestem otwarty na dalszą weryfikację. Chcę wypłacić środki.

Dear Sikora,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’ve been experiencing. In order to better understand your situation and assist you, I kindly ask you to answer the following questions:

• Have you submitted any documents for Level 3 Verification, or was your account blocked before you had a chance to submit any documents for this step?
• Have you received any emails from the casino after your account was blocked? If so, could you please forward them to me at veronika.f@casino.guru? Alternatively, you can post screenshots here.
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play (e.g., slots, live casino games, sports betting)?

I hope to be able to help you resolve this issue as quickly as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Sikora,

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.

Hello,

This casino does not have level 3 verification. The account was blocked after accepting the documents. I did not use any bonuses. I played in the casino and sports betting. I am sending the email that I received from this casino. Please help.

Witam,

to kasyno nie posiada weryfikacji 3 poziomu. Konto zostało zablokowane po zaakceptowaniu dokumentów. Nie używałem żadnych bonusów. Grałem w kasynie oraz zakładach sportowych. Przesyłam email który dostałem od tego kasyna. Proszę o pomoc.

Thank you very much, Sikora, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sikora,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite CryptoCasino.com to join the conversation.

Dear CryptoCasino.com,

Can you please provide us with information on why the player's account was closed?

Hey Michal - I have sent you an emil regarding this case.

Kind regards

CC

I didn't receive any email

Nie dostałem żadnego e-mail

Hi - I didn't send you any email. I only emailed the Guru representative. TY

Thank you for your email, CryptoCasino.com Team. I have responded back with some inquiries and am looking forward to your response.

Dear Sikora,

While I can understand your dissatisfaction with the situation that occurred, however, I would like to ask you to avoid using disrespectful or offensive language towards the casino staff. We are currently investigating the matter, and should it be determined that there was a breach of the casino's regulations on your part, they are entitled to respond in accordance with their established policies, which include confiscation of the funds from your account balance. It is important to remember that you accepted the casino's terms and conditions when you created your account. I also encourage you to hold off on making premature conclusions, as this does not contribute positively to resolving the issue.

I look forward to providing you with further clarification shortly.

Dear Sikora,

I would appreciate it if you could forward me all the documents you provided to the casino team for the KYC process to michal.k@casino.guru. This information may assist us in assessing one of the possible reasons for the casino team's perception of a rule violation.

Additionally, can you please let me know if any of your family or friends have an account at CryptoCasino.com? If so, have you been accessing or playing on your account from the same location, maybe while on a visit? Also, did you happen to use any VPN programs while you were accessing or playing at the casino?

Hello,

no one in my family plays in the casino. Only I do. I live in an apartment in a block of flats. I don't know if any of my neighbors play in this casino.

Kyc looked like this. I sent a photo of the ID from both sides, live photo taking and the receipt. I would like to remind you that KYC was approved.

I'm a little afraid to send my ID.

Witam,

nikt z mojej rodziny nie gra w kasynie. Tylko ja to robię. Mieszkam w mieszkanii w bloku. Nie wiem czy nikt z sąsiadów nie gra na tym kasynie.

Kyc wyglądało w ten sposób. Wysłałem zdjęcie dowodu z dwóch stron, na żywo robienie zdjęcia oraz rachunek. Pragnę przypomnieć że KYC został zatwierdzony.

Trochę się obawiam wysyłać dowód osobisty.

Dear Sikora,

I have received information that your documents were confirmed as received for the KYC, however, it appears that you did not successfully complete the KYC requirements. Did you received any email from Cryptocasino confirming that you fully passed the KYC? I understand your apprehensions regarding the sharing of personal information, and I want to reassure you that your data is secure with us. However, without the necessary documentation from your side, we may be unable to assist in resolving your complaint effectively. The choice to provide your documents is entirely yours, but please be aware that we may have to close this case if we do not receive adequate evidence. Should you believe that the casino has not addressed your concerns appropriately, you are welcome to file a complaint with the casino licensing authority. Please let me know how you would like to proceed with your case.

Dear Sikora,

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.

Hello,

I sent a photo of the ID and bill to the provided email address.

Regards

Witam,

wysłałem zdjęcie dowodu oraz rachunku na podany emial.

pozdrawiam

Dear Sikora,

Thank you for providing us with your documents.

After a careful review of the information and evidence we could gather, I regret to inform you you did not fulfil the necessary criteria to successfully complete the KYC process.

There were some discrepancies noted with some of your documents, and you have not passed the video verification call for valid reasons. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case.

You are certainly welcome to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We regret that we cannot be of more help in this instance, but please feel free to reach out to us again should you encounter any other issues with this or another casino. We will try our best to assist.

Best regards,

Michal

Casino Guru