Coincasino.com - El jugador enfrenta un retiro retrasado debido a problemas de KYC.

Greetings from the bottom of my heart! I'm asking for help from the casino guru specialists, as I'm tired of going through the KYC process at Coincasino in circles and can't figure out what the problem is.

Around May 25, 2025, I made a withdrawal request. Back then, it was 136 USD, now it's 130 USD. I played some slots, but had no luck.

When attempting a withdrawal, I saw a window prompting me to complete the KYC process. I immediately did so, verified my identity, and uploaded a utility bill (in my name, at my address). However, it was rejected. I don't understand the reason—it's a "template document." My supplier only issues one type of bill, and I don't have any others.

Later, I uploaded bank statements, utility bills for other months, and electricity bills—all to no avail. I repeatedly contacted customer support, explaining that I only had one version of the utility bill and couldn't provide another. My information was partially obscured on the electricity bill, only my address was listed. The specialist recommended uploading such a document and reset the verification process. I repeated the process from step one, but the result was the same—they wouldn't accept proof of address. I pulled the bill out of my mailbox, took a photo, and it didn't work. I don't understand what the casino representatives want from me when they tell me to upload another document when I've already tried uploading everything I have.

Приветствую от всего сердца! Я прошу помощи у специалистов casino guru, так как я устал ходить по кругу процедуры KYC в Coincasino и не могу понять, в чем проблема. 

примерно 25.05.2025 я сделал запрос на вывод средств. Тогда их было 136 usdt, сейчас 130, я немного поиграл в слоты, но неудачно. 

При попытки вывода я увидел окно с преложением пройти процедуру KYC. Я немедленно это сделал, прошел процедуру верификации личности и загрузил квитанцию об оплате коммунальных услуг (на мое имя по моему адресу). Но она была отклонена. Причина мне непонятна «шаблонный документ». Мой поставщик оформляет квитанции только в одном виде и других у меня нет. 

Позже я загружал выписки из банка, квитанции об оплате коммунальных услуг за другие месяцы, квитанции об оплате электроэнергии - все без результата. Я неоднократно обращался за помощью в службу поддержки, объяснял, что у меня только один вариант квитанции об оплате коммунальных услуг и я не могу предоставить другой. В квитанции об оплате электроэнергии мои данные частично скрыты. Только адрес есть. Специалист рекомендовал загрузить такой документ и обнулил процедуру верификации. Я снова проходил ее с первого шага, а результат тот же самый - подтверждение адреса не принимают. Я достаю из почтового ящика квитанцию, фотографирую и не подходит. Я не понимаю, что от меня желают, представители казино, когда пишут, что нужно загрузить другой документ, если я уже попробовал загрузить все, что у меня есть

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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, and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the issue here?
• Have you provided any other documents, and have they all been approved?

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,

Kristina

Yes, that's correct. I'm talking about confirming my home address. All the documents I provided for confirmation were rejected. If you're asking about other documents required for identity verification, I provided them and they were confirmed by the casino.

Да, все верно. Речь идет о подтверждении домашнего адреса. Все документы, которые я предоставлял для его подтверждения, не приняты. Если вы спрашиваете про другие документы, которые были нужны для верификации личности, то они мною были предоставлены и подтверждены со стороны казино.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi. I'll attach the conversation here, but it won't help much. I uploaded my POA document through the website, but I kept getting messages that it wasn't accepted. I chatted with a casino representative, but I didn't save that conversation. There's no such option. As a reminder, the specialist gave the reason for rejecting my address verification as "template document," but I don't understand what that means. When a POA is rejected, the website doesn't provide a reason.

Привет. Я прикреплю переписку здесь, но она мало что даст. Я загружал свой документ POA через сайт. И лишь получал сообщения, что он не принят. Я общался с представителем казино в чате, но эту переписку не сохранил. Такой возможности не предусмотрено. Напомню, что специалист назвал причину отклонения моего подтверждения адреса звучит как «шаблонный документ», я не понимаю, что это значит. При отклонении POA на сайте причина не указывается.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Chered,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter. In the meantime, please forward me all the documents you have sent to Coincasino for the KYC process at michal.k@casino.guru for review.

We would like to invite Coincasino to join the conversation.

Dear Coincasino,

Can you please clarify why the documents the player provided you as proof of address were not accepted? What other documents are acceptable for this requirement?

If there are any confidential factors affecting this situation that cannot be disclosed publicly, I kindly ask that you communicate them to me directly through Teams or via email at michal.k@casino.guru.

Hi there,

The player must provide valid proof of address in order to complete verification.

Kind regards,

Coin Casino Team

Yesterday I uploaded a bank statement from the casino website, which contains address information.

Я загрузил вчера на сайте казино выписку банка, где есть данные об адресе.

More than 24 hours have passed, but the document still hasn't been reviewed. It's a bit of a lie, but it's annoying. Why declare deadlines you can't meet?

Прошло больше 24 часов, но документ еще не рассмотрен. Это небольшой обман, но это неприятно. Зачем заявлять сроки, которые не выполняешь

I received a response from the casino in the email today. They aren't satisfied with a bank statement; they specifically require a utility bill. I'm very upset and disappointed by the casino's behavior. I think these demands are excessive. I know it's very difficult to obtain non-standard documents from utility companies. The utility company will look at me like an idiot. Especially since I have all their standard forms, which I provided. And if a particular casino isn't satisfied with them, then why is that my problem? I live where I'm registered. I have all the documents. I even have this address stamped in my passport. For now, I've uploaded this photo of my passport as a POA.

Я сегодня получил на почту ответ казино. Их не устраивает выписка из банка, нужна именно квитанция за ЖКХ. Я очень расстроен и разочарован поведением казино. Я считаю эти требования излишними. Я знаю, что очень сложно получить какие-то нестандартные документы от коммунальных служб. На меня будут смотреть как на идиота в коммунальной компании. Тем более у меня есть все их стандартные формы. Которые я предоставил. И если какое-то из казино они не устраивают, то почему это мои проблемы? Я живу там, где я прописан. У меня есть все документы. И даже в паспорте у меня есть отметка об этом адресе. Пока я загрузил в качестве POA это фото своего паспорта

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

Dear Chered,

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,

Michal

Casino Guru