The player from Japan had encountered repeated issues with the KYC verification process, having submitted the required documents multiple times, only to be told they were 'blurry'. He had previously faced similar delays on a $2000 withdrawal from Intercasino, which led him to believe that this chain of casinos intentionally delayed large withdrawals. The player was informed about the importance and standard procedure of KYC verification and was requested to provide detailed information and correspondence to assist with the investigation. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution. The player retained the option to reopen the complaint if he chose to resume communication.
Yuugado Casino - Player’s withdrawal is delayed due to KYC issues.
Player stopped responding
Amount: ¥500,000
Yuugado Casino
Guvenlik Endeksi 4.5 DusukCase summary
Translation
Previously, submitting KYC (Know Your Customer) information (selfie + My Number) was required.
However, no matter how many times I submit it, I'm told it's " blurry " and it's not reviewed.
I sent a perfect photo, but was made to wait for more than the standard 72 hours, which is clearly malicious.
The same thing happened to me before when I withdrew 2000 USD from Intercasino, which is part of the same group.
This chain of casinos has a long history of deliberately delaying large withdrawals, a strategy that definitely encourages players to commit suicide.
We recommend locking your account after making a withdrawal or submitting KYC.
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 misosoup,
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 can 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 let me know which documents you have already provided and when exactly you sent the last one?
- Have you accumulated your winnings with or without an active bonus?
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I hope we will be able to help you resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
Dear misosoup,
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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
