CasinoAndYou - La verificación de la cuenta del jugador se ha retrasado.

Hi, after signing up I deposited, but after a day while playing various games everything is blocked. I ask for explanations in chat and they tell me it's because they decided to verify my account. OK, I say no problem, ask what I should do and they tell me I have to send my document with the email address I registered with. OK, no problem. I enter everything in the email and send it. Here the ordeal begins, they start saying that my email hasn't arrived and that I have to change my email address and use Gmail, I use my Gmail and they tell me the email isn't arriving, so I create another email, always with Gmail, on their advice and that doesn't arrive either. I send another email with the document using libero.it and when I open the chat they tell me that nothing arrives and that they don't have time. I ask if you can please intervene and if you want I can pass my documents to you (I have no problem) if you can present them for me since all my emails aren't arriving, according to them. For two days, after I've sent at least ten emails with documents, they say they haven't arrived. Otherwise, please tell me how you contact them so I can contact them the same way. It seems incredible to me that using Yahoo, Gmail, and Libero, none of these messages arrive from them. I'm attaching the emails I sent. These are three from different domains, but there must have been about fifteen emails. Thank you, I await your kind reply.

salve, dopo essermi iscritto ho depositato, mentre gioco ai vari giochi dopo un giorno è tutto bloccato . Chiedo in chat spiegazioni e mi dicono che è per via del fatto che hanno deciso di verificare il mio conto. Ok dico non c'è problema chiedo cosa devo fare e mi dicono che devo inviare mio documento con l'indirizzo mail con il quale mi sono registrato. Ok no problem .Inserisco tutto nella mail e mando . Qui comincia il calvario, cominciano a dire che la mia mail non è arrivata e che devo cambiare indirizzo mail e usare una gmail , uso la mia gmail e mi dicono che non arriva la mail, allora creo un'altra mail sempre con gmail dietro loro consiglio e anche questa non arriva. Mando altra mail con documento usando libero.it e quando apro la chat mi dicono che non arriva nulla e che non hanno tempo. Chiedo per favore se potete intervenire e se volete passo a voi i miei documenti (non ho problemi) se potete presentarli per me visto che tutte le mie mail non arrivano a loro dire. Da 2 giorni e dopo che ho mandato almeno 10 mail con documenti dicono che non arrivano. Altrimenti per favore ditemi come li contattate voi così li contatto anche io allo stesso modo. Mi sembra molto incredibile che usando yahoo , gmail e libero nessuno di questi arriva da loro. Allego le mail che ho mandato queste sono 3 da e domini diversi ma le mail saranno state una quindicina. Grazie attendo vostra gentile risposta

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you are experiencing. In order to better understand your situation, could you please provide answers to the following questions:

• Have any of your emails reached the casino customer support?
• Have you communicated with the casino customer support via email before?
• Could you please forward me the conversation between you and the chat support regarding the problem with your emails at veronika.f@casino.guru?
• Have you received any error notifications about your messages not being delivered to the recipient?
• Have you checked if you use the correct casino email address?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Did any of your emails reach the casino's customer service? -- I don't know, they say no. --

Have you already communicated with the casino customer support via email?---I sent the emails for verification but they say they are not receiving them---Could you forward me the conversation between you and the chat support regarding the problem with your emails to ?--- There are many different chats, basically I ask if they can hear from their colleagues if my emails have arrived and after a really long wait they tell me that nothing has arrived, and if I want to verify the account I have to send an email, but does this seem normal to you?-----

Have you received error notifications about your messages not being delivered to the recipient? ---NO----

Did you check that you used the correct casino email address? ---- Yes, many times. I'll add that I took screenshots and presented them in chat and they checked them too. I asked if they could send me an email so I could reply and attach my documents, they said it wasn't possible, but does that seem normal to you? ---- If you want, I can send you some chats I had with them, but it's always the same things they say. They put me on hold and after an interminable time they say they haven't received it, THEN THEY SAY THEY DON'T HAVE TIME, then they say to use other email addresses and then when I reopen the chat it all starts again and repeats itself, look, it's crazy...

Qualcuna delle tue email è arrivata al servizio clienti del casinò?-- Non lo so loro dicono di no.--

Hai già comunicato con l'assistenza clienti del casinò via e-mail?---Ho mandato le mail per la verifica ma dicono che non ricevono---Potresti inoltrarmi la conversazione tra te e il supporto chat riguardante il problema con le tue email a veronika.f@casino.guru ?--- Le chat sono diverse e molte ,in sostanza io chiedo se possono sentire dai loro colleghi se le mie mail sono arrivate e dopo lunghe attese ma veramente lunghe mi dicono che non è arrivato nulla, e se voglio verificare il conto devo mandare mail ,ma ti sembra normale?-----

Hai ricevuto notifiche di errore relative al mancato recapito dei tuoi messaggi al destinatario? ---NO----

Hai controllato di aver utilizzato l'indirizzo email corretto del casinò?---- Si molte volte, aggiungo che ho fatto degli screenshoot e li ho presentati in chat e hanno controllato anche loro . ho chiesto se potevano mandarmi loro una mail così io rispondevo e allegavo miei documenti, hanno detto che non era possibile, ma ti sembra normale?---- Se vuoi posso mandarti alcune chat che ho avuto con loro, ma sono sempre le stesse cose che dicono mi mettono in attesa e dopo un interminabile tempo dicono che non hanno ricevuto ,POI DICONO CHE NON HANNO TEMPO, poi dicono di usare altri indirizzi mail per poi quando riapro la chat ricomincia tutto e si ripete tutto ,guarda è pazzesco ....

Hi, if I may I would like to update you, I have contacted the chat of the casino in question again, which again told me that the emails from they don't receive them and invited me again to create another gmail in addition to the one I had previously created for them, to contact them at their address At this point I contacted them again and pointed out that I created my new Gmail address to be able to submit what they requested. Yesterday, 07/31/2025, I contacted them again to find out if they received the email with the new address and they told me that I have to send an email to the address I need to ask to update my email address from to I created a new address to communicate with them. This morning, August 1, 2025, I opened their chat again to see if they could update me somehow, and they told me that what I did previously wasn't helpful and I should take a selfie and send it to their address. SORRY, BUT I DON'T KNOW WHAT TO THINK ANYMORE, ARE YOU?

Salve, se posso vorrei aggiornarvi, ho di nuovo contattato la chat del casino in questione, la quale mi ha di nuovo detto che le mail da scarfogliero.vincenzo@yahoo.it non le ricevono e mi ha invitato di nuovo a crearne un'altra gmail oltre a quella che avevo in precedenza creata per loro, per contattarli al loro indirizzo security@casinoandyou.com A questo punto li ricontatto e faccio presente che ho creato nuovo mio indirizzo gmail per poter presentare quanto da loro richiesto . Ieri 31/07/2025 li ricontatto per sapere se hanno ricevuto la mail con indirizzo nuovo e mi dicono che devo mandare una mail all'indirizzo support-pt@casinoandyou.com devo chiedere di aggiornare il mio indirizzo mail da scarfogliero.vincenzo@yahoo.it a vincenzosonoio4@gmail.com indirizzo creato nuovo per comunicare con loro. Questa mattina 01/08/2025 apro la loro chat di nuovo per vedere se possono aggiornarmi in qualche modo, e mi dicono che quello che ho fatto in precedenza non è utile e devo fare un selfie e mandarlo al loro indirizzo .SCUSA MA IO NON SO PIU' COSA PENSARE E TU?

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

Dear vince,

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,

Veronika