AuraKasino Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

I made a withdrawal request for the amount of €1100 on 31.7. I have asked the casino about this several times by email and the answer I get is "the kyc verification is in progress, we do not need any documents from you". I asked how you can do the kyc verification if you do not need any documents. They did not answer anything. I continued the inquiry and then received the answer "sorry for the confusion but you need to send us the documents" I sent all the documents but the matter has still not progressed anywhere. The original withdrawal request was made on 14.7 for the amount of €1200 but that did not progress either, so I made a new request on 31.7 for the amount of €1100 and now we are in this situation.

Attached are a few email conversations with them.

Tein nostopyynnön summalle 1100€ 31.7. asiaa olen kysellyt lukuisia kertoja sähköpostilla kasinolta ja vastaukseksi saan "kyc-vahvistus on kesken emme tarvitse sinulta asiakirjoja". Kyselin että miten voitte tehdä kyc-vahvistusta jos ette tarvi asiakirjoja. Eivät vastanneet mitään. Jatkoin kyselyä ja sitten sain vastaukseksi " pahoittelut sekaannuksesta mutta sinun pitää lähettää meille asiakirjat" lähetin kaikki asiakirjat mutta asia ei ole edennyt silti mihinkään. Alkuperäinen kotiutuspyyntö on tehny 14.7 summalle 1200€ mutta sekään ei edennyt mihinkään, niin tein uuden pyynnön 31.7 summalle 1100€ ja nyt ollaan tässä tilanteessa.

Liitteessä muutama sähköpostikeskustelu heidän kanssaan.

Important notice:

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Redadow,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you are experiencing, and I appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Since online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed and reputable casinos handle this step carefully. While verification can sometimes take a few business days, it is conducted to protect you and prevent any misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Have you successfully withdrawn funds from this casino before?
• Has the casino requested you to resubmit or correct any documents?
• Were you able to submit all required documents promptly and in the correct format?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have never withdrawn funds from Aura Casino.

I have successfully submitted all the required documents.

The casino requested an account statement twice and there was a 7-day gap between the requests.

En ole kotiuttanut aurakasinolta ikinä varoja.

Olen onnistunut lähettämään kaikki vaaditut asiakirjat.

Tiliotetta kasino pyysi kaksi kertaa ja niiden pyyntöjen välissä oli 7 päivää.

Dear Redadow,

Thank you very much for your clarification.

Could you please confirm whether the casino has provided any specific reason why your account statement was requested for a second time or indicated that there was an issue with the statement you originally submitted?

Additionally, could you please resend me all the documents you submitted to the casino for KYC verification so I can review them? You may send them to [email protected] or attach them directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Redadow,

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.

Hi, I sent you an email.

Hi, the situation now is that the casino is no longer responding to my emails. I still haven't received the money.

Hei, tilanne on nyt se että kasino ei vastaa enää minun lähettämiin sähköposteihin. Rahat ovat edelleen saamatta.

Dear Redadow,

Thank you for the update.

I was able to locate your email. However, I do not see any documents or files attached to it.

Could you please resend the documents to my email [email protected] you submitted for KYC verification, together with any relevant communication you have had with the casino regarding the verification process and your pending withdrawal?

Thank you very much in advance for your cooperation.

Karla M.