That's a real shame. I hope my complaint will finally be processed and I can finally withdraw money after almost four months.

Sorry I was working so much last couple of days, I did not pay much attention to these messages…

I agree what Radka said on her last comment, I think we all do ???♂?

I just hope they will start paying out your money too, I just got my 3rd cashout today of 1000e… Which means every wednesday I’m getting 1000e…

I think thats some minimum they can do, or by some miracle maybe they manage to do 2 payments…

So much about their limits, process and verification speed and understanding for people playing on their site ??

I know. I wish I could be more helpfull... I can at least confirm that the casino pays, eventually.

I could not have said that better, and I'm not replying just because you said you agreed with me. Hold on!

Hope this nightmare ends soon.

And another five days have passed since I submitted the requested document. We're now entering week 10... crazy.

This is crazy indeed. I wish I could come up with something real and positive. But, I guess we know better... ??

In my case, things are getting more and more bizarre. The casino claims to have sent me emails with further requests. Casinoguru confirms that they have seen screenshots of these. But I have NEVER received these emails. And they refuse to show me the screenshots. It's crazy. And every time they respond, it takes a week. They want to wear you down until you give up your money.

Hey,

There's no information from KYC. You don't receive the emails. You have to write to support. They usually tell you what KYC requested in the supposed email.... It's all very complicated and deliberate.

Are you certain those emails aren't in the junk or bin folder? Could the promotion sections hide them? It usually happens to me. ?? I know it sounds silly, just saying that sometimes even the outlook is not accepting messages because of Sender's IP address or domain issues; it is very hard to find out though.

So, I'm absolutely certain and would still like to see that screenshot. Why don't they just show it to me? In any case, I've now sent the requested document to the KYC department and forwarded the email to Casinoguru.

It's getting more and more ridiculous. They requested an invoice to confirm my address. I sent them a bill from my internet provider. Now they're asking for an English document or an official translation... Snatch Casino is beyond audacious. Complaining to Casino Guru is also completely useless.

The casino continues to rip off thousands of players with its positive reviews, and even a complaint doesn't bring any solution. Shame on you, Casino Guru.

They should just rename themselves Snitch Casino. It would be more transparent.

I said it would probably sound silly. I'm sorry, it always does.

Glad you are certain, and, more importantly, cool that you sent the documents to both sides. Smart move. I'm confident we both hope for the best and quickest resolution, so let's see where it actually goes in the complaint.

I understand your feelings, but no one says the resolution will be quick or easy. The casino has made these demands for reasons that are unclear to us, and while you may find the situation ridiculous, I assure you that cooperating is the best approach. I understand that you are under a lot of stress; something unexpected has happened, which makes you feel as though the Safety Index is related to your lengthy KYC procedure. That's not the case.

The complaint is still ongoing, and regardless of your feelings about it, you must complete the KYC process. There is no way around getting withdrawal approved otherwise. Try to hold on, please.

That was a good one. Try to be patient, please. Despite I know how it may sound under such circumstances, the casino pays; otherwise, the Safety Index would be in ruins.

Not a single complaint thus far has ended as unresolved. I believe you will get paid once the KYC has finished.

And to anyone who has/had problems here: Remember that after your case is (hopefully) solved, you will give this disgusting piss casino the lowest rating possible!

So maybe at least a few players will be aware of this before they deposit. And hopefully they'll check out the reviews from the past few weeks and not just see that strange, fraudulent 8.9/10 from Casino Guru on the homepage.

The best way to write a user review is to write about the player's experience exactly as it happened there, actually. This way others will have a better idea about how the casino works.

Don't you think so?

Also, please know that all the ratings, or better, safety indexes, on our website are calculated for each casino in our database the same by our dedicated data team. You can read more about it here, if you wish to.

I waited 3 weeks for the game provider to process it. Finally it was ready, they didn't inform me about this even though they promised. I had to ask myself via chat. I withdrew the money, which was again withheld due to kyc activity. I sent the attachments 3 weeks ago, they claimed that kyc verification was not needed. Now they need the documents. They replied that kyc verification could take several days.

Prepare yourself for this to be a battle that will last for weeks, if not months! My provider's verification (this also happens extremely frequently here. Coincidence? I don't think so) was completed at the end of April. I've been waiting for the KYC check ever since.

Don't think that's normal. Especially when they tell you once that you don't need to send the documents and then say the opposite. 

I saw in your open complaint that Pavel is trying to get a response from the casino. It's been going on for quite a long time and I would like it to be over for you, so hopefully sooner it will be so.