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Dear Team,

I am writing to you to provide a clear and chronological record of the entire verification process up to the current deactivation of my account, as I have not received any formal notification explaining this action.

I made four deposits on their platform using USDT from my personal verified Binance account.

After requesting my first withdrawal of 432 EUR, I was initially asked for proof of deposit from Binance to the casino.

I provided the official Binance withdrawal history in PDF format, which clearly shows:

My full name.

My user ID.

The four withdrawals in USDT.

Date, network used, destination address.

TXID (hash) of each transaction.

Status: "Completed".

That documentation was accepted correctly.

Subsequently, I was asked for proof of funding from my crypto wallet.

My wallet was funded through a P2P order within Binance.

Therefore, I provided:

Official bank statement in PDF format issued by Banco Múltiple BHD.

P2P order completed (466.20 USDT).

Evidence that connects the bank transfer with the credit to my Binance account.

History that proves that the funds were credited to my verified account.

This documentation was repeatedly rejected, indicating that a "bank statement showing transactions sent to your crypto wallet" was required, although in the case of P2P transactions the bank transfer is made to a verified merchant within Binance, not directly to Binance as a company.

The withdrawal was subsequently cancelled and the balance returned to the account.

Finally, when I tried to access my account, it appeared as "deactivated", without having received any official notification of closure, suspension or violation of terms.

I have provided original, verifiable documentation consistent with the activity carried out at all times.

Estimado equipo,

Me dirijo a ustedes para dejar constancia clara y cronológica de todo el proceso de verificación hasta la actual desactivación de mi cuenta, ya que no he recibido ninguna notificación formal explicando dicha medida.

Realicé cuatro depósitos en su plataforma mediante USDT desde mi cuenta personal verificada en Binance.

Tras solicitar mi primer retiro por 432 EUR, se me solicitó inicialmente una prueba de depósito desde Binance al casino.

Proporcioné el historial oficial de retiros de Binance en formato PDF, donde se muestran claramente:

Mi nombre completo.

Mi ID de usuario.

Los cuatro retiros en USDT.

Fecha, red utilizada, dirección de destino.

TXID (hash) de cada transacción.

Estado "Completed".

Esa documentación fue aceptada correctamente.

Posteriormente, se me solicitó un comprobante de financiación de mi billetera criptográfica.

La financiación de mi wallet se realizó mediante una orden P2P dentro de Binance.

Por ello proporcioné:

Extracto bancario oficial en PDF emitido por Banco Múltiple BHD.

Orden P2P completada (466.20 USDT).

Evidencia que conecta la transferencia bancaria con la acreditación en mi cuenta Binance.

Historial que demuestra que los fondos fueron acreditados en mi cuenta verificada.

Esta documentación fue rechazada reiteradamente, indicando que se requería "extracto bancario que muestre transacciones enviadas a su billetera criptográfica", aunque en el caso de operaciones P2P la transferencia bancaria se realiza a un comerciante verificado dentro de Binance, no directamente a Binance como empresa.

El retiro fue posteriormente cancelado y el saldo devuelto a la cuenta.

Finalmente, al intentar acceder a mi cuenta, esta aparece como "desactivada", sin haber recibido notificación oficial de cierre, suspensión o violación de términos.

He proporcionado en todo momento documentación original, verificable y coherente con la actividad realizada.

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 Zer0k,

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 let me know which other verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was your account deactivated, and did this occur immediately after you submitted the last documentation?

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

Petra

Dear Team,

Thank you for your message. Below I answer your questions in detail:

1. Verification documents provided

During the verification process I have provided the following documents:

Official identity document for KYC verification.

Proof of address (bank statement), which was previously approved.

Official withdrawal history in USDT from my verified Binance account, showing the four deposits made to the casino, including amount, date, network used, destination address, and TXID (status "Completed"). This documentation was accepted as proof of cryptocurrency deposit.

In total I sent approximately 4 different types of documents but I don't remember which ones and they were all accepted.

2. Document Format and Submission

All documents were sent as soon as they were requested and in the indicated format (some screenshots, others photos, and others in original PDF format, but all accepted without problem).

3. Account deactivation

My account was deactivated after I submitted the requested documentation regarding the funding of my cryptocurrency wallet.

I did not receive prior email notification informing me about the deactivation or the specific reason for it.

I have complied at all times with the verification requirements and have provided original, verifiable documentation consistent with my activity on the platform.

I wish to clearly explain the situation that has arisen with my account.

My account was 100% verified and qualified on the platform.

After completing the initial verification process (including identity document and proof of address), I proceeded to request my withdrawal.

The withdrawal was accepted and was in "processing" status.

Approximately two days later, when I logged in again to check the withdrawal status, I found that I was being asked for an additional document to prove the funding of my crypto wallet.

I would like to emphasize that this additional request occurred after my account was already listed as fully verified and after the withdrawal had already been accepted and was in process.

At no time prior to the withdrawal request was I informed that documentation was missing or that the verification was incomplete.

I subsequently provided the requested documentation regarding the funding of my wallet. However, after several exchanges and document submissions, my account was ultimately deactivated without prior formal notification.

Estimado equipo,

Gracias por su mensaje. A continuación respondo detalladamente a sus preguntas:

1. Documentos de verificación proporcionados

Durante el proceso de verificación he proporcionado los siguientes documentos:

Documento de identidad oficial para verificación KYC.

Comprobante de domicilio (extracto bancario), el cual fue aprobado previamente.

Historial oficial de retiros en USDT desde mi cuenta verificada en Binance, mostrando los cuatro depósitos realizados al casino, incluyendo monto, fecha, red utilizada, dirección de destino y TXID (estado "Completed"). Esta documentación fue aceptada como prueba de depósito en criptomonedas.

En total yo envié aproximadamente 4 tipos de documentos distintos pero no recuerdo cuáles ytodos fueron aceptados.

2. Formato y envío de documentos

Todos los documentos fueron enviados tan pronto como fueron solicitados y en el formato indicado (algunos capturas otros fotos y otros en formato PDF original, pero todos aceptados sin problema.

3. Desactivación de la cuenta

Mi cuenta fue desactivada después de haber enviado la documentación solicitada respecto a la financiación de mi billetera criptográfica.

No recibí notificación previa por correo electrónico informando sobre la desactivación o el motivo específico de la misma.

He cumplido en todo momento con los requerimientos de verificación y he proporcionado documentación original, verificable y coherente con mi actividad en la plataforma.

Deseo exponer de forma clara la situación que se ha presentado con mi cuenta.

Mi cuenta se encontraba 100% verificada y cualificada en la plataforma.

Tras completar el proceso de verificación inicial (incluyendo documento de identidad y comprobante de domicilio), procedí a solicitar mi retiro.

El retiro fue aceptado y se encontraba en estado "procesando".

Aproximadamente dos días después, al ingresar nuevamente para verificar el estado del retiro, me encontré con que se me estaba solicitando un documento adicional para demostrar la financiación de mi billetera criptográfica.

Me gustaría resaltar que esta solicitud adicional ocurrió después de que mi cuenta ya figuraba como completamente verificada y después de que el retiro ya había sido aceptado y estaba en proceso.

En ningún momento previo a la solicitud del retiro se me indicó que faltara documentación o que la verificación estuviera incompleta.

Posteriormente proporcioné la documentación solicitada en relación con la financiación de mi wallet. Sin embargo, tras varios intercambios y envío de documentos, mi cuenta fue finalmente desactivada sin notificación formal previa.

Dear Zer0k,

Thank you for providing more details. Please understand that some online casinos organize their identity verification process into "verification levels." While there is no industry-wide standard for presenting these levels, many licensed casinos follow a similar tiered approach to ensure compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.

Online casinos require proof of the payment method to verify that the payment method used for deposits or withdrawals belongs to the registered player. This step is essential for preventing fraud, identity theft, and money laundering and is a standard part of KYC procedures.

Because players can use a variety of payment methods, the type of documentation required depends on the method used.

To clarify your case and help us review it thoroughly, could you please provide the following information:

• Which games were you primarily playing — slots, live casino, sports betting, etc.?
• Have you received any communication from the casino ?
• Are there any additional documents you believe may strengthen your case that you have not yet submitted?

Your answers and any supporting documents will help us understand the situation more clearly and allow us to advise you effectively. You can send documents to petra.h@casino.guru or post screenshots directly to this thread.

Thank you for cooperation.