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

Good morning.

I am writing to you because I need Casino Guru to help me mediate with Sushicasino so that my account can be verified.

I've been trying to verify my Sushicasino account for over a month and a half. I've contacted the casino many times via chat and email with their support team, and it's always the same: they tell me my verification is correct but that one document is missing. They tell me which document is missing, and when I upload it, they reject my verification a few days later. I write to them again, and then they tell me another document is missing, and this has been going on for over a month and a half...

I have already uploaded those documents to the casino website several times, but they keep asking for them again.

I don't have a lot of money tied up in the casino, only about 300 euros, but I'm not willing to lose it because the casino isn't helping me verify my account.

I request that Casino Guru help me mediate with the casino so that my account can be verified and I can withdraw my money.

Thank you so much for your help.

Buenos días.

Les escribo porque necesito que casino gurú me ayude a intermediar con Sushicasino para que mi cuenta sea verificada.

Llevo más de un mes y medio intentando verificar mi cuenta en Sushicasino. He hablado con el casino muchas veces por chat y también por correo electrónico con el equipo de soporte y siempre sucede lo mismo, me dicen que mi verificación está correcta pero que sólo falta un documento, me indican qué documento es el que falta y cuando subo el documento, pasados unos días me rechazan la verificación, les vuelvo a escribir y entonces me dicen que falta otro documento y así llevo más de un mes y medio…..

Esos documentos que me solicitan, ya los he subido varias veces a la web del casino, pero vuelven a pedírmelos de nuevo.

No es mucho dinero el que tengo retenido en el casino, tan sólo unos 300 euros, pero no estoy dispuesto a perderlos porque el casino no me está ayudando a verificar mi cuenta.

Solicito a casino guru que me ayude a intermediar con el casino para que mi cuenta pueda ser verificada y pueda retirar mi dinero.

Muchas gracias por su ayuda.

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.

Dear 11Juanjo,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina.

Thank you so much for writing to me. I've sent the casino a lot of documentation.

Photo of my ID card.

Live selfie taken via the casino website.

Photos of the two credit cards I used to deposit money into the casino.

Certificate of ownership of the account from which I request the withdrawal of money.

Several bills: internet, mobile, television, car insurance... (some I've sent twice).

In the last withdrawal request that was rejected yesterday, the email I received from sushicasino stated verbatim the following: " Your withdrawal request of 15-02-2026 for EUR 296.08 has been rejected. If you have any questions, please contact our customer support team ."

And every time I contact them again, they ask me for some of the documents I've already sent... I send them again and after a few days, the deposit request is rejected again.

Thank you so much for your help.

Sincerely.

Juanjo.

Hola Kristina.

Muchas gracias por escribirme. Al casino le he enviado muchísima documentación:

Foto de mi DNI.

Selfie en directo realizado a través de la página web del casino.

Fotos de las dos tarjetas de crédito con las que he ingresado dinero en el casino.

Certificado de titularidad de la cuenta en la que solicito la retirada de dinero.

Varias facturas: de internet, de móvil, de televisión, del seguro del coche.....(algunas las he enviado dos veces).

En la última solicitud de retiro que me rechazaron ayer, en el correo electrónico que me envió sushicasino, me decía textualmente lo siguiente "su solicitud de retiro del 15-02-2026 de EUR 296.08 se ha rechazado. Si tiene alguna pregunta, comuníquese con nuestro equipo de atención al cliente".

Y cada vez que me vuelvo a comunicar con ellos, me vuelven a pedir alguno de los documentos que ya he enviado......lo vuelvo a enviar y pasados unos días, otra vez rechazada la solicitud del depósito.

Muchas gracias por tu ayuda.

Atentamente.

Juanjo.

Thank you very much for your reply, 11Juanjo. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good morning Kristina.

I just sent it to your email address ( kristina.s@casino.guru ), the correspondence that the casino has sent me during the last two months when it rejected my verification and withdrawal request.

Each time my resend request was rejected, I contacted the casino via chat and they told me the same thing as in the emails.

Greetings and thank you very much for your kindness and for dedicating your time to helping me.

Buenos días Kristina.

Acabo de enviarte a tu dirección de correo electrónico (kristina.s@casino.guru), la correspondencia que me ha enviado el casino durante los dos últimos meses cuando rechazaba mi verificación y mi solicitud de retiro.

Cada vez que me rechazaban la solicitud de reenvío, me ponía en contacto con el casino a través del chat y me indicaban lo mismo que en los correos electrónicos.

Un saludo y muchas gracias por tu amabilidad y por dedicar tu tiempo a ayudarme.

Hello 11Juanjo,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for letting me know. Enjoy your vacation!

All the best!

Muchas gracias por avisarme. Que disfrute de las vacaciones.

Un saludo!

Hello 11Juanjo,

Thank you very much, and please accept my apologies for the late reply. Has there been any news since your last message, please?

Hi Kristina.

Everything remains the same for now. I haven't contacted the casino again.

Hola Kristina.

De momento todo sigue igual. No he vuelto a contactar con el casino.

Dear 11Juanjo,

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, Hadi (hadi.a@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,

Kristina

Dear 11Juanjo,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Sushi Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Sushi Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hi Hadi!

Nice to meet you. Thank you for handling my complaint.

I haven't contacted the casino again because all my withdrawal requests have been rejected, and I was waiting for Sushi Casino to give us an explanation for the reasons behind those rejections.

Greetings and thank you very much for your help.

Hola Hadi!

Encantado de saludarte. Gracias por encargarte de mi reclamación.

No he vuelto a ponerme en contacto con el casino porque todas las solicitudes de retiro de mi dinero, han sido rechazadas y estaba a la espera de que Sushi Casino, pudiera darnos una explicación de los motivos de esos rechazos.

Un saludo y muchas gracias por tu ayuda.

Hello,

Thank you for the opportunity to respond to this matter.

We are pleased to inform you that your casino account is already verified, and you can submit a withdrawal request at your earliest convenience.

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Sushi Casino Team

Good morning.

I just submitted a withdrawal request.

If I receive the withdrawal, I will write again to inform you.

All the best.

Buenos días.

Acabo de enviar una solicitud de retiro.

Si recibo la retirada, volveré a escribir para informar.

Un saludo.

Dear all,

I am pleased to see that the account has been successfully verified, and we are now progressing to the withdrawal phase. I will look forward to the next update.

Hello.

I am writing to confirm that I have just received the requested money from sushicasino.

I want to thank Casino Guru and especially Kristina and Hadi for helping me to connect with SushiCasino.

All the best.

Hola.

Les escribo para confirmar que acabo de recibir de sushicasino el dinero solicitado.

Quiero dar las gracias a casino guru y especialmente a Kristina y Hadi por ayudarme a intermediar con sushicasino.

Un saludo.

Hello,

We’re glad this has been resolved and sincerely appreciate the time and attention you gave to reviewing the matter.

Best regards,

Sushi Casino Team

Dear 11Juanjo, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team