Rcasino - El jugador enfrenta problemas de verificación KYC.

I tried to authorize KYC for a withdrawal at this casino, but it never completes no matter how long I wait.

Also, the live chat was not connected and when I emailed support I got an error that the email address did not exist.

Please call the same owner, a representative from the FGS casino, to explain this to me.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re experiencing with the KYC process and the difficulties reaching the casino’s support. I’d like to ask you a few questions to better understand the situation:

• When did you start the KYC verification, and what stage is it stuck on? Did you receive any confirmation that your documents were submitted successfully?
• Which email address did you use to contact the casino, and did you receive an automatic bounce-back message?
• Have you had any successful withdrawals from this casino in the past, or is this your first attempt?

If you have any relevant screenshots or emails, please forward them to petronela.k@casino.guru so we can review them. Your cooperation is essential in helping us investigate and advocate on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

KYC documents have been submitted to the site and have been in PENDING status.

I have contacted the casino but only get a reply from the mailer daemon.

Without completing KYC, it is impossible to apply for withdrawal.

Dear andandjonnyx,

Thank you for your response. However, you didn’t answer the specific questions I asked to better understand your situation. To proceed effectively, could you please clarify:

• When did you start the KYC verification process?
• Did you upload your documents directly to your casino profile, or did you send them to a specific email address?
• If you sent them via email, which email address did you use?

Looking forward to your reply.

Authentication was initiated after payment.

I uploaded it to the site, but it is still PENDING after several weeks.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague, Natalia (natalia.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear andandjonnyx, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Rcasino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can andandjonnyx expect their account to be verified?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Perhaps the rcasino rep is already on the loose.

Management should call someone from the same casino instead.

When I emailed the casino support, I could not connect with them because they have already fled the casino.

There are several casinos with the same owner registered on Casino Guru.

Call a representative there and ask to speak with them.

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.

The operator of this casino is apparently already on the run.

He asked me to call the person in charge of the same owner's casino here and let him explain the situation.

Dear andandjonnyx, I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Anjouan Gaming (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. The casino is also licensed under the Curacao Gaming Control Board, however, this regulator states that it doesn't handle disputes between players and operators, but it's still worth trying to contact them (https://www.gamingcontrolcuracao.org/contact). Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia