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Hello,

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.

• Do you currently have access to your casino account, or are you unable to log in?
• Have you previously completed the KYC verification?
• Did you fill in your personal details (full name, date of birth, address, etc.) correctly during registration, with only the email address containing a typo?
• Have you received any confirmation from the casino that they were able to locate your account despite the incorrect email address?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi, I gave them all the data, they even asked me for the card to see if it was the card I had used to deposit, they confirmed everything, no, I didn't verify the KYC on the profile because I had just created it and when it disappeared I was no longer able to log in, they made me send all the data for that, but I've been waiting for 3 months now and it will be the fifth time I send the same documents.

Salve io gli ho dato tutti i dati, mi hanno chiesto pure la carta per vedere se era la carta con cui avevo depositato, mi hanno confermato tutto, no il kyc non l'ho verificato sul profilo perché lo avevo appena creato e quando mi é uscito non sono più riuscito ad entrare, mi hanno fatto mandare tutti i dati per quello, ma sono 3 mesi che aspetto ora e sarà la quinta volta che mando gli stessi documenti.

Thank you for your response. However, it appears that some of the questions from my previous message have not been addressed. Could you please review it once more?

All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

The only mistake was the email, and they found the profile also because they already made me send everything, but for more than 3 months they continue to send me photos of the documents and the card I used to deposit

L'unico errore é stata la mail, e di hanno trovato il profilo anche perché mi hanno già fatto mandare tutto, ma é da piú di 3 mesi che mi continuano a mandare foto dei documenti e della carta che ho usato per depositare

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear david19988,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru