NV Casino - La verificación de la cuenta del jugador se ha retrasado.

The casino refuses to identify my account even though I keep sending the required information and it doesn't give me a solution, only a robot answers and repeats the same thing over and over without explaining why they don't accept the photos I upload.

Το καζίνο αρνείται να ταυτοποιήσει το λογαριασμό μου παρόλο που στέλνω συνέχεια τα στοιχεία που απαιτούνται και δε μου δίνει λύση παρά απαντάει ένα ρομπότ και επαναλαμβάνει τα ίδια και τα ιδια χωρίς να εξηγεί γιατί δε δέχονται τις φωτογραφίες που ανεβάζω

Dear player,

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. 

• When did the verification process start?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Do I understand correctly that the main issue now is verifying your debit card?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ckfkd34

Please kindly refer to the latest e-mail, sent by the support.

Kind regards

Dear Ckfkd34,

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

Dear Ckfkd34,

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,

Natalia