Olymp Casino - El proceso de retiro del jugador está retrasado.

Hello. Over a month ago, I won a large sum at a casino. After that, my account was blocked and they requested verification documents. I provided everything on the very first day, but they delayed the verification for almost a month. Then they wouldn't accept screenshots from the mobile operator's mobile app to confirm my number, and instead requested a paper copy of the contract from the call center. I immediately went, got the contract, and sent it to them. After that, everything went quiet again. The verification process has been ongoing for two months now, and the operators and customer support haven't provided any answers regarding the verification procedures or timeframes. They're rude and even provide false information. I ask for help resolving this issue.

Здравствуйте. Больше месяца назад я выиграл крупную сумму в казино. После этого мой счёт заблокировали и запросили документы для верификации. Я все предоставил в первый же день, с проверкой тянули почти месяц, потом не приняли скриншоты с мобильного приложения сотового оператора для подтверждения номера, запросили именно бумажный вариант договора с центра связи. Я сразу пошел, получил этот договор и отправил им. После этого снова все затихло. Проверка продолжается уже второй месяц, операторы и служба поддержки не даёт ответов по регламенту верификации и срокам. Отвечают грубо и также дают ложную информацию. Прошу помочь в решении данного вопроса.

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?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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, thank you for your quick response.

1. I submitted the documents a month ago. I sent everything at once on the day my account was blocked. Then, at the casino's request, I also sent a paper contract from my mobile operator—15 days ago.

2. Yes, I provided all documents as quickly as possible and in the correct format.

3. I am attaching screenshots.

Здравствуйте, благодарю за быстрый ответ.

1. Документы я предоставил месяц назад. В день блокировки сразу все отправил. Потом ещё отправил по запросу казино бумажный договор оператора сотовой связи - 15 дней назад.

2. Да, все документы предоставил в самые кратчайшие сроки и в правильном формате.

3. Скриншоты прикрепляю.

Hello,

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

Dear player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Greenzgo,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.