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Hello. I have a problem with verification. The complete verification process is taking longer than 14 days. I have submitted all the necessary documents, and everything has been verified except for my residential address. I sent my rental agreement, but because it was signed over 90 years ago, it was not accepted. Over 70 hours ago, I sent a bank statement with my residential address but have not received any response, even though the verification should take up to 48 hours.

Dzień dobry. Mam problem z weryfikacją. całkowita weryfikacja trwa dłużej niż 14 dni. Złożyłem wszystkie dokumenty, wszystko zostało zweryfikowane oprócz adresu zamieszkania. Wysłałem umowę najmu, ale ponieważ została podpisana ponad 90 lat temu, nie została przyjęta. ponad 70 godzin temu wysłałem wyciąg bankowy z adresem zamieszkania, ale nie otrzymałem żadnej odpowiedzi, choć weryfikacja powinna potrwać do 48 godzin.

Dear kuzmich99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly that verifying your residential address is the only obstacle in completing the verification process?
• Could you please share your communication with the casino, including communication addressed to you from casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

yesterday my verification was rejected again. tech support replied that the document confirming the transaction from the card is not suitable for them, even though the residential address was provided there. tech support asked me to send a month's card statement, which I did, now again wait for 24/48 hours. I am tired of this situation, the case is ongoing since July 27.

wczoraj moja weryfikacja została ponownie odrzucona. obsługa techniczna odpowiedziała, że ​​dokument potwierdzający transakcję z karty nie jest dla nich odpowiedni, mimo że podany był tam adres zamieszkania. pomoc techniczna poprosiła mnie o przesłanie wyciągu z karty za miesiąc, co zrobiłem, teraz ponownie poczekaj 24/48 godzin. Jestem zmęczony tą sytuacją, sprawa toczy się od 27 lipca.

Thanks for your patience. According to the support bank statement can be accepted as a valid document for proof of address verification. In your first post, you wrote you submitted a bank statement.

Could you please clarify whether you provided a monthly bank statement, not just a transaction confirmation?

Please let me know.

Good day I still have not been verified. the fact is that during registration I entered all the data correctly, except for the postal code. during verification all documents were successfully verified, the problem is only with the postal code, I asked to change the postal code to successfully pass verification at the last stage (I sent a bank statement for a month) and in 2 weeks now I can not get an answer except "wait". the general verification has been going on for more than a month!

the only problem is the postal code, which has not been able to be changed on the website for 2 weeks!

Dzień dobry Nadal nie zostałem zweryfikowany. faktem jest, że podczas rejestracji wpisałem wszystkie dane poprawnie, z wyjątkiem kodu pocztowego. podczas weryfikacji wszystkie dokumenty zostały pomyślnie zweryfikowane, problem dotyczy tylko kodu pocztowego, poprosiłem o zmianę kodu pocztowego, aby pomyślnie przejść weryfikację na ostatnim etapie (wysłałem wyciąg bankowy za miesiąc) i za 2 tygodnie teraz nie mogę uzyskać odpowiedzi poza „czekaj". generalna weryfikacja trwa już ponad miesiąc!

problemem jest tylko kod pocztowy, którego od 2 tygodni nie można zmienić na stronie!

Could you please explain what is the discrepancy between the postal code in your casino profile and your correct postal code?

Could you please share the communication regarding the issue between you and the casino if the issue persists? My email is tomas@casino.guru

I entered the wrong postal code during registration. i.e. everything is correct in the address, I entered the city, address and postal code incorrectly. during verification there was a problem with this, because on the bank statement there is the same postal code and address, and the website has the same address but a different postal code. I asked for the postal code to be changed to successfully pass verification, but so far my details on the website have not been changed (almost 3 weeks have passed) and my account has not been verified yet, because the postal code has to be changed first. all I was told during these three weeks was "wait"

Podczas rejestracji wpisałem zły kod pocztowy. tzn. w adresie wszystko się zgadza, błędnie wpisałem miasto, adres i kod pocztowy. podczas weryfikacji był z tym problem, bo na wyciągu bankowym jest ten sam kod pocztowy i adres, a strona internetowa ma ten sam adres, ale inny kod pocztowy. Poprosiłem o zmianę kodu pocztowego, aby pomyślnie przejść weryfikację, ale jak dotąd moje dane na stronie nie zostały zmienione (minęły prawie 3 tygodnie), a moje konto nie zostało jeszcze zweryfikowane, ponieważ kod pocztowy musi zostać zmieniony najpierw. wszystko, co mi powiedziano przez te trzy tygodnie, to „czekaj"

since 13.08.2024 and still nothing has changed

od 13.08.2024r i nadal nic się nie zmieniło

today their answers do not change, everything is in accordance with the standard text

to dzisiaj ich odpowiedzi się nie zmieniają, wszystko zgodnie ze standardowym tekstem

It's been 23 days and nothing has changed. The answer is "wait"

Minęły 23 dni i nic się nie zmieniło. odpowiedź brzmi „czekaj"

Thank you very much, kuzmich99, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

today is the 29th day of changing the postal code! a few days ago the person in the casino chat assured that the maximum is "up to 28 days to change the data"

dziś mija 29 dzień zmiany kodu pocztowego! kilka dni temu osoba na czacie w kasynie zapewniała, że ​​maksimum to „do 28 dni na zmianę danych"

Hello, kuzmich99,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bruce Bet Casino team,

Could you please explain the player's situation in more detail? What needs to be done on his side to complete or expedite the KYC/verification process?

What is the estimated time frame for updating his postal code and considering his documents?

I will wait the change of postal code has been going on for 33 days and nothing has changed. the casino is violating its own rules and my rights as a player

poczekam zmiana kodu pocztowego trwa już 33 dni i nic się nie zmieniło. kasyno narusza swoje własne zasady i moje prawa jako gracza

casino verified my account. first payment of 200 PLN arrived. I am waiting for 19,800 PLN

kasyno zweryfikowało moje konto. nadeszła pierwsza wypłata 200 zł. Czekam na 19 800 zł

Good to hear about progress, kuzmich99! Thank you for the update.

However, considering the first successful withdrawal amount and the disputed amount, I am really not sure how long it will take to withdraw all of them. Therefore, I would like to wait at least for several successful withdrawals or until maybe a third or a half of the disputed funds are paid out, and if there are no issues and everything goes well, we can think about complaint closure.

If you agree - now I am setting the timer for you, kuzmich99, and for a longer period, waiting for your updates. Feel free to let me know about an update after a week or two, and we will see. It is not necessary to share updates for each successful payment at all.

Looking forward to hearing other good news from you soon.

payment was successful. after 2 months I have the money

płatność przebiegła pomyślnie. po 2 miesiącach mam pieniądze

the case can be closed. everything works out, but the casino delays verification and payouts, violating its own rules.

sprawę można zamknąć. wszystko się udaje, ale kasyno opóźnia weryfikację i wypłaty, naruszając własne zasady.

What great news, kuzmich99! I am sorry for the delay. To be honest, I would say 2 months are still alright, and the most important is that the issue was sorted out, despite a longer time.

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Branislav, Casino.guru