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They continue to ask me for documents now even the certification of a notary certifying that the documents are mine!

Continuano a richiedermi documenti adesso addirittura la certificazione di un notaio che attesti che i documenti sono i miei!

Dear Eleonora,

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. None of the licensed casinos takes KYC lightly.

Have you been advised what seems to be a problem in verifying your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.  

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,

Petronela

Dear Eleonora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.