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Hello. On September 11, I requested a €50 payout, and since then, I've been put off with the verification process. They've received the documents over 10 times, and one of their employees confirmed to me in the chat that the conditions the documents must meet are all there. Yet, they keep asking me to verify myself again, even though I haven't even received a rejection for the documents. Instead, they keep acting as if they haven't been uploaded. So, three days ago, I uploaded them again using the link in their email, and since then, they've told me it will take 48 hours to process, and nothing's happened, and I haven't received a response. Now I've just made it into their chat, and now they're telling me the following again:

After verifying your account, we noticed that you have not yet uploaded the required ID and proof of address. To complete the verification process, we have sent an updated link to your registered email address on September 17, 2025, at 10:08 AM. Please check both your inbox and spam folder for the link, as it will only be available for 15 minutes. Once you open the link, it will only be available for 15 minutes.

I took a screenshot of this on September 17th, when I properly uploaded all the documents immediately after receiving the link. I also saved all the chat conversations.

Hallo. Am 11.9 habe ich 50€ Auszahlung beantragt und seit dem werde ich mit der Verifizierung hingehalten. Die haben über 10x die Dokumente erhalten, wo mir auch ein Mitarbeiter im Chat von denen bestätigt hat, das die Bedingungen was die Dokumente erfüllen müssen alle vorliegen und trotzdem soll ich immer wieder mich erneut verifizieren obwohl ich nicht mal eine Ablehnung von den Dokumenten erhalten habe, sondern die tun immer wieder so als hätte man die nicht hochgeladen. Deswegen habe ich vor 3 Tage die über den link aus den ihrer Email erneut hochgeladen und seit dem wird mir gesagt 48std dauert die Bearbeitung und es tut sich weiter nix und auch keine Antwort erhalte ich. Jetzt habe ich es eben in den Chat von denen geschafft und jetzt erzählen die mir schon wieder folgendes:

Nachdem wir Ihr Konto überprüft haben, haben wir festgestellt, dass Sie noch nicht die erforderliche ID und den Adressnachweis hochgeladen haben. Um den Verifizierungsprozess abzuschließen, haben wir einen aktualisierten Link an Ihre registrierte E-Mail-Adresse am 17.09.2025 um 10:08 Uhr gesendet. Bitte überprüfen Sie sowohl Ihren Posteingang als auch Ihren Spam-Ordner auf den Link, da er nur für 15 Minuten verfügbar sein wird. Sobald Sie den Link öffnen, wird er nur für 15 Minuten verfügbar sein.

ich habe davon einen Screenshot gemacht als ich genau am 17.09 direkt nach Erhalt des links alle Dokumente ordnungsgemäß hochgeladen habe. Sowie alle Chat Gespräche gesichert

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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.

If you need any more proof from me, I've had everything secured since day one. They're completely ripping me off and constantly demanding documents, even though they have everything properly on file.

Wenn ihr irgendwelche Nachweise noch von mir benötigt, ich habe alles vom ersten Tag an gesichert. Die verarschen mich komplett und fordern permanent Dokumente an obwohl alles ordnungsgemäß bei denen vorliegt

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

Dear player,

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,

Dominika