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Something I've never seen before, you ask for absurd things for a withdrawal, you upload documents after documents and you ask for other things, it seems like a scam for 200 euros, crazy things

Una cosa mai vista chiedete per un prelievo cose assurde carico documenti su documenti e chiedete altre cose sembra una truffa per 200 euro cose da pazzi

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're experiencing.

Please understand that KYC (Know Your Customer) is a very important and necessary process. Since casinos are unable to physically verify the identity of players, this procedure ensures that funds are paid out to the rightful owner. All serious and licensed casinos are required to follow strict verification standards, and the process may take a few working days to complete.

To better understand your case, could you please clarify the following:

• Which documents have you already provided, and when did you send the most recent one?
• Did you submit all the required documents promptly and in the correct format?
• Are any of your documents still waiting to be verified?
• Were your winnings accumulated while playing with or without an active bonus?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear manuelmartire0525,

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.

We’ve reopened this complaint at the request of manuelmartire0525. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear player,

Please respond to the questions I asked you in my first response, so that we can investigate your case:

• Which documents have you already provided, and when did you send the most recent one?
• Did you submit all the required documents promptly and in the correct format?
• Are any of your documents still waiting to be verified?
• Were your winnings accumulated while playing with or without an active bonus?
• What types of games did you play?

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.