Daytonaspin Casino - El retiro del jugador se retrasa debido a problemas de identificación.

I have submitted all the required documents for my identification. While the terms of use state that they accept bank statements as proof of address, mine is constantly being rejected. I have won a total of €2700 and the first withdrawal of €500 is constantly being returned to my balance due to "incomplete identification". The site also refuses to disclose its operating license.

Έχω υποβάλλει όλα τα απαιτούμενα έγγραφα για την ταυτοποίηση μου. Ενώ στους όρους χρήσης γράφουν ότι δέχονται bank statement ως αποδεικτικό διεύθυνσης, το δικό μου απορρίπτεται συνεχώς. Έχω κερδίσει συνολικά 2700€ και η πρώτη ανάληψη των 500€ μου επιστέφεται συνεχώς στο balance λόγω "μη ολοκληρωμένης ταυτοποίησης". Επίσης το σάιτ αρνείται να αποκαλύψει άδεια λειτουργίας .

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.

Dear Magnificenttt,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify the case:

• Could you specify what type of documents you have submitted for identification?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any specific reason from the casino for the rejection of your bank statements?
• Are there other forms of identification or proof of address that you could submit if necessary?

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

Petra

Hello, a while ago I received an email asking for a specific utility bill. However, I had uploaded a certificate of residence issued by the Municipality along with the bank statement (accepted according to their terms but rejected). Unfortunately, the only thing I can provide as a utility bill is a mobile contract, the bill of which will take a while to be sent to me (maybe even a month). Is it worth waiting for a mobile bill to be issued based on reliability or will I enter a kyc loop again?

Γειά σας, πρίν λίγο έλαβα ένα μειλ που μου ζητάει συγκεκριμένα utility bill. Ωστόσο ειχα ανεβάσει μαζί με το bank statement (αποδεκτό σύμφωνα με τους όρους τους αλλά απορρίφθηκε) και μια βεβαίωση κατοικίας εκδοθείσα από το Δήμο. Δυστυχώς το μόνο που μπορώ να παρέχω ως utility bill είναι συμβόλαιο κινητής, του οποίου ο λογαριασμός θα αργήσει να μου αποσταλεί (μπορεί και σε ένα μήνα). Αξίζει να περιμένω βάση αξιοπιστίας να εκδοθεί λογαριασμός κινητής ή θα μπω σε kyc loop πάλι;

Thank you for your message.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Have you received any updates from the casino regarding your verification or the requested documents?

Please let us know if there has been any progress or if the casino has provided further clarification on which documents would be accepted.

If there is any communication regarding your withdrawal request that you can share with us, please feel free to send it to petra.h@casino.guru or upload it directly to this thread.

Thank you in advance for your reply.

In the last email I received, they asked for a mobile account (my first account will be issued early to mid-May). I made my first withdrawal around March 23rd, having provided the requested documents. I have made a successful withdrawal in the past (of €140) before being asked for kyc. Every time the bank statement is rejected as proof of address, I get an automated email asking me for the same thing every time. My winnings are net without an active bonus.

Στο τελευταίο μέιλ που έλαβα μου ζήτησαν λογαριασμό κινητής (ο πρώτος λογαριασμός μου εκδίδεται αρχές με μέσα μαϊου). Την πρώτη ανάληψη έχοντας παρέχει τα έγγραφα που μου ζητήθηκαν την έκανα γύρω στις 23 Μαρτίου. έχω κάνει μία επιτυχημένη ανάληψη στο παρελθόν (των 140€) πριν μου ζητηθεί kyc. Κάθε φορά που απορρίπτεται το bank statement ως αποδεικτικό διεύθυνσης μου έρχεται αυτοματοποιημένο μέιλ που μου ζητάει τα ίδια κάθε φορά. Τα κέρδη μου είναι καθαρά χωρίς ενεργό μπόνους.

It should also be noted that other players like me are having problems with KYC at this casino.

Να σημειωθεί επίσης ότι έχουν και άλλοι παίκτες σαν εμένα πρόβλημα με το kyc στο συγκεκριμένο καζίνο.

Thank you for your reply and for providing the previous details, Magnificenttt.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Magnificenttt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've sent you an email. Im convinced this is a scammy site though

I sent them the last two documents they asked for via email AFTER I filed the complaint two days ago. This is my last attempt, although I'm pretty sure it's a scam.

Τους έστειλα και τα δύο τελευταία έγγραφα που μου ζήτησαν μέσω μειλ ΑΦΟΎ έκανα το παράπονο πριν από δυο μέρες. Είναι η τελευταία προσπάθεια μου, αν και είμαι σχεδόν σίγουρος ότι πρόκειται για απάτη

Dear Magnificenttt

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Magnificenttt,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

They rejected my withdrawal again and say the merchant is missing from the bank statement with the transactions I sent them, while it simply says PPRINCE MUENCHEN. Another excuse for not paying my winnings. They are criminals

Μου απέρριψαν πάλι την ανάληψη και λένε ότι λείπει το merchant στο bank statement με τις συναλλαγές που τους έστειλα, ενώ αυτό γράφεται απλώς PPRINCE MUENCHEN. Άλλη μια δικαιολογία για να μήν πληρώσουν τα κέρδη μου. Είναι εγκληματίες

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Magnificenttt,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at (hadi.a@casino.guru). I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Hadi