Sushi Casino - Подтверждение учетной записи игрока задерживается.

Good morning.

I am writing to you because I need Casino Guru to help me mediate with Sushicasino so that my account can be verified.

I've been trying to verify my Sushicasino account for over a month and a half. I've contacted the casino many times via chat and email with their support team, and it's always the same: they tell me my verification is correct but that one document is missing. They tell me which document is missing, and when I upload it, they reject my verification a few days later. I write to them again, and then they tell me another document is missing, and this has been going on for over a month and a half...

I have already uploaded those documents to the casino website several times, but they keep asking for them again.

I don't have a lot of money tied up in the casino, only about 300 euros, but I'm not willing to lose it because the casino isn't helping me verify my account.

I request that Casino Guru help me mediate with the casino so that my account can be verified and I can withdraw my money.

Thank you so much for your help.

Buenos días.

Les escribo porque necesito que casino gurú me ayude a intermediar con Sushicasino para que mi cuenta sea verificada.

Llevo más de un mes y medio intentando verificar mi cuenta en Sushicasino. He hablado con el casino muchas veces por chat y también por correo electrónico con el equipo de soporte y siempre sucede lo mismo, me dicen que mi verificación está correcta pero que sólo falta un documento, me indican qué documento es el que falta y cuando subo el documento, pasados unos días me rechazan la verificación, les vuelvo a escribir y entonces me dicen que falta otro documento y así llevo más de un mes y medio…..

Esos documentos que me solicitan, ya los he subido varias veces a la web del casino, pero vuelven a pedírmelos de nuevo.

No es mucho dinero el que tengo retenido en el casino, tan sólo unos 300 euros, pero no estoy dispuesto a perderlos porque el casino no me está ayudando a verificar mi cuenta.

Solicito a casino guru que me ayude a intermediar con el casino para que mi cuenta pueda ser verificada y pueda retirar mi dinero.

Muchas gracias por su ayuda.

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Dear 11Juanjo,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and 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. Because 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, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina.

Thank you so much for writing to me. I've sent the casino a lot of documentation.

Photo of my ID card.

Live selfie taken via the casino website.

Photos of the two credit cards I used to deposit money into the casino.

Certificate of ownership of the account from which I request the withdrawal of money.

Several bills: internet, mobile, television, car insurance... (some I've sent twice).

In the last withdrawal request that was rejected yesterday, the email I received from sushicasino stated verbatim the following: " Your withdrawal request of 15-02-2026 for EUR 296.08 has been rejected. If you have any questions, please contact our customer support team ."

And every time I contact them again, they ask me for some of the documents I've already sent... I send them again and after a few days, the deposit request is rejected again.

Thank you so much for your help.

Sincerely.

Juanjo.

Hola Kristina.

Muchas gracias por escribirme. Al casino le he enviado muchísima documentación:

Foto de mi DNI.

Selfie en directo realizado a través de la página web del casino.

Fotos de las dos tarjetas de crédito con las que he ingresado dinero en el casino.

Certificado de titularidad de la cuenta en la que solicito la retirada de dinero.

Varias facturas: de internet, de móvil, de televisión, del seguro del coche.....(algunas las he enviado dos veces).

En la última solicitud de retiro que me rechazaron ayer, en el correo electrónico que me envió sushicasino, me decía textualmente lo siguiente "su solicitud de retiro del 15-02-2026 de EUR 296.08 se ha rechazado. Si tiene alguna pregunta, comuníquese con nuestro equipo de atención al cliente".

Y cada vez que me vuelvo a comunicar con ellos, me vuelven a pedir alguno de los documentos que ya he enviado......lo vuelvo a enviar y pasados unos días, otra vez rechazada la solicitud del depósito.

Muchas gracias por tu ayuda.

Atentamente.

Juanjo.