Fugu Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Dear GURU team,

I am writing to you to file a formal complaint regarding the verification and withdrawal process on my account.

I have fulfilled all the requirements requested at each stage of the process.

Below I detail chronologically what happened:

I completed the initial verification of my account (KYC), after which I was informed that I could proceed with the withdrawal.

I made the first withdrawal request, which was returned to verify my cryptocurrency wallet address.

I proceeded to verify the wallet address as requested. Afterwards, I received confirmation that everything was correct.

I submitted the withdrawal request again, which was rejected again.

This time, I was asked to send a photograph of myself holding a blank sheet of paper with:

My full name

The date

Hour

My identity document

Document that I provided correctly.

Subsequently, I was asked for a video where I appear next to my passport, which was also sent in compliance with all the requirements.

After fulfilling all these additional requests, I am now informed that the verification process may take up to 31 days, which I consider excessive, especially given that I had already been previously verified and authorized to withdraw.

Estimado equipo de GURU,

Me dirijo a ustedes para presentar una queja formal respecto al proceso de verificación y retiro en mi cuenta.

He cumplido con todos los requisitos solicitados en cada etapa del proceso.

A continuación detallo cronológicamente lo ocurrido:

Completé la verificación inicial de mi cuenta (KYC), tras lo cual se me indicó que podía proceder con el retiro.

Realicé la primera solicitud de retiro, la cual fue devuelta para verificar la dirección de mi billetera de criptomonedas.

Procedí a verificar la dirección de la billetera como se me solicitó. Posteriormente, se me confirmó que todo estaba correcto.

Realicé nuevamente la solicitud de retiro, la cual fue nuevamente rechazada.

En esta ocasión, se me solicitó enviar una fotografía sosteniendo una hoja en blanco con:

Mi nombre completo

La fecha

Hora

Mi documento de identidad

Documento que proporcioné correctamente.

Posteriormente, se me solicitó un video donde aparezco junto a mi pasaporte, el cual también fue enviado cumpliendo con todos los requisitos.

Tras cumplir con todas estas solicitudes adicionales, se me informa ahora que el proceso de verificación puede tardar hasta 31 días, lo cual considero excesivo, especialmente teniendo en cuenta que ya había sido previamente verificado y autorizado para retirar

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Dear Zer0k,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

From your description, it seems that you have already completed multiple verification steps, yet your withdrawal continues to be delayed with additional requirements, which I understand can be frustrating.

To better understand the situation and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• When exactly did you submit your first withdrawal request, and when was the most recent one?
• Has your withdrawal ever been marked as approved or processed, or always rejected?
• Could you please provide screenshots or emails confirming that you were told verification may take up to 31 days?
• Are you currently able to log into your account and access your balance, or is there any restriction?

If you have any supporting evidence (emails, chat transcripts, screenshots of rejected withdrawals or verification confirmations), you can upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

When exactly did you submit your first withdrawal request and when was the most recent one?

The first one was on 2/4/2026, that same day after they cancelled it and I sent what they asked for, I requested another one and they cancelled it and came back and asked for more documents, I sent them and the next day 3/4/2026 I requested the most recent one.

Has your withdrawal request ever been marked as approved or processed, or has it always been rejected?

Always rejected followed by a request for documents.

Could you provide us with screenshots or emails confirming that you were informed that verification could take up to 31 days?

Of course.

Can you currently log in to your account and access your balance, or are there any restrictions?

I can log in normally.

¿Cuándo exactamente enviaste tu primera solicitud de retiro y cuándo fue la más reciente?

El primero fue el 2/4/2026, ese mismo dia luego de que lo cancelaran y enviar lo que me pedian solicite otro y lo cancelaron y volvieron y pidieron mas documentos, los envie y al dia siguiente 3/4/2026 solicite el mas reciente.

¿Alguna vez tu solicitud de retiro ha sido marcada como aprobada o procesada, o siempre ha sido rechazada?

Siempre rechazados seguidos de una solicitud de documentos.

¿Podría proporcionarnos capturas de pantalla o correos electrónicos que confirmen que se le informó que la verificación podría tardar hasta 31 días?

Por supuesto.

¿Actualmente puede iniciar sesión en su cuenta y acceder a su saldo, o existe alguna restricción?

Puedo iniciar session normalmente.

Hi Zer0k,

At this point, I would like to focus specifically on the verification process, as this seems to be the main reason for the repeated rejections.

Could you please clarify the following:

• Have you now submitted all the documents requested by the casino (ID, selfie with paper, video with passport, wallet verification, etc.)?
• Were these documents approved by the casino, or are they still under review?
• Did the casino inform you that any of the documents were not accepted? If yes, what was the exact reason?

Thank you.