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Good afternoon, I've been trying to validate my account and withdraw funds since April 17 and I can't. I've sent 4 different proofs of address and they won't accept them. I've sent 4 different proofs of address and they won't accept any of them. It's a disgrace.

I hope you can help me with this.

They don't validate documents at all and I've sent them all the proofs of address I can. It's a disgrace!

Boa tarde, desde o dia 17/04 que tento validar a minha conta e retirar os fundos e não consigo. Já enviei 4 comprovativos de morada diferentes e não aceitam nenhum. É uma vergonha.

Espero que me ajudem nesta situação.

Não validam de forma nenhuma documentos e eu mandei todos os comprovativos morada possíveis. É uma vergonha!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which of your documents have not yet been approved by the casino during the KYC process?
• Which documents have you submitted to the casino as proof of address so far? Were these documents provided in the correct format, and do they contain all the necessary information confirming the address entered in your casino profile?
• Has the casino customer support explained why your documents could not be approved during the KYC process?

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

I've already sent an official tax document, a bank statement, a travel invoice and now a telecommunications invoice. Yes, I sent them all in the correct format! And they never explain why!

Já enviei documento oficial das finanças, extrato bancário, fatura de uma viagem e agora fatura de telecomunicações. Sim mandei todos em formato correto! E eles nunca explicam o porquê!!

Thank you for your reply. Please forward me the documents that you sent to the casino as your proof of address at veronika.f@casino.guru. Kindly include the most recent conversations between you and the casino customer support regarding the verification of your account as well. I appreciate your time and cooperation.

Dear Ruben8Fernandes,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Ruben8Fernandes. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Ruben8Fernandes,

Please forward me the documents that you sent to the casino as your proof of address at veronika.f@casino.guru. Kindly include the most recent conversations between you and the casino customer support regarding the verification of your account as well. I appreciate your time and cooperation.

Good afternoon, my proof of address has already been accepted. Then they asked for a selfie, and now they're asking for a bank statement. I've already sent everything, but they haven't processed it yet.

Boa tarde, o comprovante endereço já foi aceite. Depois pediram Selfie, agora pediram extrato bancário .Já enviei tudo e não processam

Thank you for the information. So far, I have not received any email conversations between you and the casino customer support. Please forward me the requested documentation so that we can proceed with the investigation of your case. I appreciate your cooperation.

As you can see in the attachment, there are already dozens of them.

Como pode ver em anexo, já são dezenas.

Latest news: now they're asking for this. They've already asked me for about 10 documents in total—isn't that a bit much?

Novidades, agora pedem isto. Já me pediram cerca de 10 documentos no total, isto não é muito mau?

I understand that the verification requests may seem excessive. However, this should be a one-time process, and any future withdrawals should be processed more smoothly and quickly.

Have you provided the requested selfie to the casino? If so, when exactly did you submit it?

Have you received any further updates from the casino in the meantime?

Yes, I already sent the selfie. A long time ago. I've already sent 15 documents.

Sim já enviei a selfie. Há imenso tempo. Já enviei 15 documentos

I ALREADY sent a selfie with the CC, and I already sent a selfie with the CC and a number next to it.

Now they're asking for a selfie with my address? In my building? It doesn't make sense—please help me.

eU JÁ enviei uma selfie com o CC e já enviei uma selfie com o CC e um numero ao lado.

Agora pedem uma Selfie com a minha morada? No meu prédio? Não tem sentido, peço que me ajudem

Please forward me the uncropped, original email conversations between you and the casino at veronika.f@casino.guru, clearly showing the email address of the casino your complaint is about.

Please include the photographs that you have most recently sent for verification as well. Kindly note that without cooperation from your side, we won't be able to proceed with your case. Thank you for your understanding.

Dear Ruben8Fernandes,

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,
Veronika
Casino.Guru