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Dear Junaid33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

It's been over a week they asked for Emil and phone no. Verification that I provided

I played slot game

Have you provided any personal documents to complete the KYC account verification, please?

• Know Your Customer (KYC) guidelines in financial services require that professionals make an effort to verify the identity, suitability, and risks involved with maintaining a business relationship. The procedures fit within the broader scope of a bank's anti-money laundering (AML) policy. KYC processes are also employed by companies of all sizes for the purpose of ensuring their proposed customers, agents, consultants, or distributors are anti-bribery compliant, and are actually who they claim to be. 

No they haven't asked for I thought if it required I will send them

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino directly?

I tried to contact with them but they were rude and closed the chat after saying you have voilted some rule 10.5

My friend also faced the same issue and posted complaint on casino guru his problem has been solved

Our accounts were blocked on the same day

I want you to please handle this the way you handled his case.

Thank you for the clarification. Could you please advise if you and your friend share any of the following?:

• household address, IP address, device, or payment method

No we don't share any of them

My friend lives 10miles away and we totally don't share any of that information.

Thank you very much, Junaid33, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for this service...

They unblocked me.

Hello, Junaid33,

Thank you for the update.

Do I understand correctly that your issue has been successfully resolved? Can I close this complaint, or is there anything else I could help you with?

Yes please close this complaint.. Thanku so much.

Thank you, Junaid33, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your account has been unblocked. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru