Golden Star Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello, I've been trying to get my money for a month now. I'm being harassed with verification selfies, none of which are accepted. Every time, I have to take a selfie with my ID and the date. Each time, it's a different reason for rejection. One time, it was supposedly because it was a screenshot (no, I took it with my phone camera), and another time, because a piece of my arm is missing. I've tried contacting them multiple times, but they won't let up.

Hallo, seit 1 Monat versuche ich mein Geld zu bekommen. Ich werde gegängelt mit Verifikationsselfies, die alle nicht angenommen werden. ich muss jedes mal ein selfie machen mit meinem ausweis und mit datum. jedes mal ist es ein anderer grund, warum abgelehnt wird. das eine mal, weil es angeblich ein screenshot ist (nein, ich h abe es mit der handy kamera aufgenommen) und das andere mal, wein ein stück meines armes fehlt. ich habe schon mehrfach versucht mit ihnen zu kommunizieren, aber sie lassen nicht locker

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.

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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 takes KYC lightly.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

• Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• When you take a photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

• If the issue persists, please share the communication between you and casino support regarding the issue with me for review. My email is tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. 

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply via email.

• Could you please specify which device you used to take the selfie? Have you disabled filters or similar alterations on your device?
• Could you please share the most recent selfie you provided to the casino?

Send it to me at tomas@casino.guru for review.

I apologize for the inconvenience.

Dear KassKing03,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru