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Dear aditzuca7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm which KYC verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hey.

1-No, I had my account with them since February 2025 but you can not proceed with KYC before a first withdrawal, which in my case never happened since I never won money with them until now. So I was neither verified nor did I have any successful withdrawals .

2- ID Card, Bank Statement, Card payment invoice from my bank, Proof of address. I am currently verified .

3- no, I did not use any kind of bonus.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aditzuca7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra