Golisimo Casino - La verificación de la cuenta del jugador está retrasada.

I am writing to you to express my dissatisfaction with the delay in verifying my account.

It has been more than 10 days since I submitted all the required documentation and was informed that the verification process would be completed within that timeframe. However, to this day I still have not received a resolution or a specific completion date.

I've contacted them several times via chat and email, but the response is always the same: they're reviewing the case. This makes me feel like they're just stalling, without offering any clear information about the actual status of the verification or when it will be resolved.

I request that my case be reviewed as a priority and that I be provided with a concrete answer regarding the status of my account and the estimated timeframe for completing the verification.

I await a solution as soon as possible.

Me dirijo a ustedes para expresar mi malestar por la demora en la verificación de mi cuenta.

Hace ya más de 10 días que envié toda la documentación requerida y se me informó que el proceso de verificación se completaría dentro de ese plazo. Sin embargo, a día de hoy sigo sin recibir una resolución ni una fecha concreta de finalización.

He contactado en varias ocasiones tanto a través del chat como por correo electrónico, pero la respuesta siempre es la misma: que están revisando el caso. Esta situación me da la sensación de que únicamente se me están dando largas, sin ofrecer información clara sobre el estado real de la verificación ni sobre cuándo se resolverá.

Solicito que se revise mi caso con carácter prioritario y que se me facilite una respuesta concreta sobre el estado de mi cuenta y el plazo estimado para completar la verificación.

Quedo a la espera de una solución lo antes posible.

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.

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 and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Hello, I submitted the document through your online verification section. It's my national identity card (DNI). I submitted it on June 9th and was initially told to wait a maximum of 10 days.

When I contact them via email or live chat, I always receive the same automated response. They say they're aware of it and that it will be verified very soon. That verification never comes.

Thank you,

Hola, envié el documento meidante su apartado web de verificación. Se trata de el DNI. Lo envié el 9 de Junio y me dijeron inicialmente que como máximo esperase 10 días.

Cuando me pongo en contacto con ellos mediante email o chat en vivo siempre recibo la misma respuesta automatizada. Dicen que lo tienen en cuenta y que muy pronto estará verificado. Nunca llega esa verificación.

Gracias,

Thank you for your response. Have you received any communication indicating the status of your latest document submission? Is the national identity card the only document you have submitted so far?

I look forward to your reply.

Hi! I haven't received any updates. And yes, for now they've only asked for my ID...

Hola! No he recibido ninguna actualización. Y si, por el momento solo me han pedido el DNI…

Thank you for your reply. Do you have any updates for us in relation to the verification?

Additionally, could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Apenson,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru