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I am filing this complaint because my casino account was restricted and/or not properly regularized after I won a prize of 1,000 during a live show, while playing through a referral code / agreed promotional arrangement.

After the win, the casino started creating obstacles instead of resolving the matter normally. I was asked to complete KYC verification. I completed KYC Level 4, which was approved, and I also submitted the required Level 5 documents, which are currently under review / processing.

I have acted in good faith, provided the requested documents, and followed the casino’s instructions. However, the casino still has not properly regularized my account or paid/processed what is owed.

I believe the casino is using verification and procedural delays as a way to avoid paying me after the 1,000 prize was won.

I am attaching evidence showing:

- my casino account / registration;

- the KYC Level 4 approval;

- the Level 5 document submission / processing status;

- the relevant emails and communications with the casino;

- evidence that the issue started after the 1,000 prize win;

- any additional screenshots showing the casino’s delays or refusal to resolve the matter.

I request Casino Guru’s help to mediate this complaint and ask the casino to regularize my account and process the payment fairly.

For verification purposes, here is the link to the live show on Kick where I won the 1,000 prize:

https://kick.com/decryptmedia/videos/407ded82-33f5-48b8-b020-9d924c23272c

Draw around 43min

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.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello Attila,

Thank you for your reply.

Yes, I provided all requested KYC documents as soon as possible and in the required format.

I submitted:

- identity document;

- selfie with identity document;

- proof of address;

- KYC Level 5 bank statement.

My KYC Level 4 was already approved, and my KYC Level 5 bank statement is still showing as "processing".

They also requested the KYC Level 5 bank statement by email, and I sent it by email as requested.

However, after I submitted everything, my account was closed without any clear explanation or response from them, while the Level 5 verification was still processing.

I am attaching:

- 4 screenshots of the email exchange;

- 1 screenshot of the win;

- the link to the Kick show where I won the prize.

Also, in the Kick show, the host and owner of the show even comments on my win, saying it was deserved because I had previously lost despite having the highest volume several times, including in the previous show.

Kick show link -> https://kick.com/decryptmedia/videos/407ded82-33f5-48b8-b020-9d924c23272c

Best regards,

Hello,

I confirm that I have provided all requested documents as soon as they were requested and in the correct format.

KYC Level 4 has already been approved.

KYC Level 5 (bank statement) was submitted and is still showing as "processing".

However, despite completing all requirements, my account was restricted/closed without any clear explanation while the verification process was still ongoing.

I have also already sent the Level 5 document by email when requested.

This situation started immediately after my 1,000 USDT win.

I am fully cooperating and acting in good faith, but the account remains unresolved.

Thank you for your assistance.

Hello,

As an update, I have now published a public review regarding this situation:

https://www.trustpilot.com/reviews/69f8c29540e92c2213160f51

To reiterate the timeline:

- I won 1,000 USDT on April 27, 2026 (Kick – DecryptMedia live show)

- My account was restricted/closed on April 28, 2026

- KYC Level 4 has been approved

- KYC Level 5 is still showing as "processing"

Despite fully complying with all verification requirements, my account remains unresolved.

I am acting in good faith and providing full cooperation. I kindly ask the casino to address this case and resolve the situation fairly.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear th3avalonico,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila