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For the past three weeks, I have been unable to change my address on the site, which is preventing me from completing the verification process and withdrawing my funds. I have already responded to the questions, but I have not received any feedback or progress regarding my address change status. The process seems to be stuck, and there has been no communication from the site to resolve the matter.

I am becoming increasingly frustrated as I don’t want to wait any longer for something that should have been resolved by now.

I have now provided all the documents that were requested earlier, and the situation with the change of address has simply brought everything to a standstill. I want the process to be speeded up so that the funds can be withdrawn.

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.

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 take KYC lightly.

• Have you verified your previous address in the casino in the past?
• Since when have you registered in the casino, and when did you move?
• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello again. I have already verified my address, but I recently moved to a new apartment. I was asked to change my address, but I was not asked to provide any documents to verify my address. They said it is possible, but I still haven't received a response as to whether my address has been changed or not. My account still shows my old address.

I have been registered since around August 2025, moved at the beginning of December, and since mid-December this nonsense with changing my address has been going on. I had already been verified previously, and now they requested a document to confirm Apple Pay. It was accepted, but I am currently waiting for my address to be changed. As far as I understand, there are no problems with the documents yet.

Hello vlatorre81,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the issue so we may review it? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Finally, I have an update! My withdrawal was successful, and my verification has been completed. I’m not sure if I will continue playing at the casino, so I’m taking a break for some time. Thank you very much for addressing my issue and for your attention.

Dear vlatorre81,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru