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

Important notice:

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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.

Thank you for your response.

Regarding the verification process, I would like to clarify the following:

Yes, I have already provided all the documents requested by the casino. This includes identity verification (ID card), as well as additional requirements such as a selfie holding the document and a video holding my passport.

All the requested information was sent correctly and in its entirety.

My account had already been verified before I requested the withdrawal. In fact, I received confirmation that my account was fully verified and that I could make withdrawals without any problems.

However, after requesting the withdrawal, my account was suddenly blocked and placed under security review.

To date, I have not been informed that any documents have been rejected, nor have I received any clear explanation regarding any issues with my verification. The casino has also not indicated that any documents are missing or that there are any errors in them.

The only thing I have been told is that the review process can take up to 31 days, without giving any further details or additional justification.

From my point of view, the problem only started after requesting the withdrawal, not during the initial verification process.

Gracias por su respuesta.

En relación con el proceso de verificación, me gustaría aclarar lo siguiente:

Sí, ya he proporcionado todos los documentos solicitados por el casino. Esto incluye la verificación de identidad (documento de identidad), así como requisitos adicionales como una selfie sosteniendo el documento y un video sosteniendo mi pasaporte.

Toda la información solicitada fue enviada correctamente y en su totalidad.

Mi cuenta ya había sido verificada antes de solicitar el retiro. De hecho, se me confirmó que mi cuenta estaba completamente verificada y que podía realizar retiros sin inconvenientes.

Sin embargo, después de solicitar el retiro, mi cuenta fue bloqueada repentinamente y puesta bajo revisión de seguridad.

Hasta el momento, no se me ha informado que algún documento haya sido rechazado, ni he recibido ninguna explicación clara sobre algún problema con mi verificación. El casino tampoco ha indicado que falte algún documento o que exista algún error en los mismos.

Lo único que se me ha indicado es que el proceso de revisión puede tardar hasta 31 días, sin dar más detalles ni justificación adicional.

Desde mi punto de vista, el problema comenzó únicamente después de solicitar el retiro, no durante el proceso de verificación inicial.

Hi Zer0k,

Based on what you’ve described, it appears that the process shifted from standard KYC to a more in-depth review, which can sometimes happen. However, I agree that the lack of clear communication from the casino is not ideal.

Before we proceed further, I would like to clarify one additional point that may be relevant:

• Could you please let me know which games you were playing prior to requesting the withdrawal?

I’m asking because such extended "security checks" are often related not only to verification procedures but also to a review of gameplay activity.

Thank you in advance.

Thank you for your response.

Regarding your question, my activity at the casino was limited exclusively to sports betting. I did not participate in casino games such as roulette, slots, or other similar games.

All my bets were placed normally, using the platform's standard functions, and in accordance with the established terms and conditions.

I have not used any irregular strategy nor have I carried out any activity that I consider out of the ordinary.

For this reason, I do not believe that my gambling activity justifies a prolonged security review or a delay in processing my withdrawal.

I remain attentive to any additional information you may need.

Thank you.

Gracias por su respuesta.

En relación con su pregunta, mi actividad en el casino se limitó exclusivamente a apuestas deportivas. No participé en juegos de casino como ruleta, tragamonedas u otros juegos similares.

Todas mis apuestas fueron realizadas de manera normal, utilizando las funciones estándar de la plataforma, y conforme a los términos y condiciones establecidos.

No he utilizado ningún tipo de estrategia irregular ni he realizado ninguna actividad que considere fuera de lo habitual.

Por este motivo, no considero que mi actividad de juego justifique una revisión de seguridad prolongada ni el retraso en el procesamiento de mi retiro.

Quedo atento a cualquier información adicional que puedan necesitar.

Gracias.

Dear Zer0k,

Thank you very much for all the information you have provided.

After carefully reviewing your case, I would like to clarify the situation.

Based on your description, your account had already been successfully verified (KYC), and only after requesting the withdrawal the casino initiated an extended review. In such cases, this typically indicates that the casino is no longer focusing on identity verification, but rather conducting an internal review of gameplay and betting activity.

At the same time, I would like to inform you that our Complaint Resolution Center does not handle cases related exclusively to sports betting. As your activity was limited to sports betting, we are unfortunately unable to assist you further with this matter.

I understand that this may not be the outcome you were hoping for, and I’m sorry we couldn’t be of more help in this case.

If you wish to pursue this further, you may consider contacting platforms that specialize in sports betting disputes.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru