Bitguruz Casino - Играчът има забавяне с проверката на акаунта.

I'm having trouble completing the authentication process on this site.

I was asked to provide documents multiple times for about a month.

I feel that it is harassment because once you submit one document, they move on to the next one.

The VIP manager's service is good and I would like to continue playing in the future, but the paperwork request never seems to be completed so I can't enjoy playing.

If you are requesting documents, could you please request them all at once instead of requesting them one by one?

こちらのサイトの認証がいつまでも完了しなくて困ってます。

約1か月間近くの間何度も書類の請求をされ

提出をしては次の書類といった感じで、嫌がらせ行為だと私は感じております。

VIPマネージャーさんの対応もよく今後も継続して遊んでいきたいのですが、書類請求がいつまでも終わらないので気持ちよく遊ぶこともできません。

書類の請求をされるのでしたら1つ1つの請求ではなくまとめて請求をしていただけませんか？

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 truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

I'll answer from top to bottom

1. I have submitted my ID and a photo of me holding it multiple times, and the most recent document is my residency certificate.

2. Yes. I was away from home around the New Year, and the computer I was using malfunctioned, but I think I submitted it promptly.

3. So far, I have been requested to submit four or five documents in order. The last document is the Certificate of Residence.

4. Proof of occupancy is pending verification.

Our documents have been reviewed several times so far, so why can't you just send us a summary of all the information?

上から順にお答えします

1.身分証明書やそれを持った写真を複数回、最新の書類は居住証明書をお昼に提出しております。

2.はい。年始周辺は自宅を離れており、遊んでたパソコンも不良になったりなどもありましたが、速やかに提出したと思っております。

3.これまで述べ4回か5回書類の請求が順番に来ております。最後の書類が居住証明書です。

4.居住証明書が確認待ちです。

書類の審査をこれまで数回あり、それらを何故まとめて案内を出していただけないのでしょうか。

Thank you for your reply. Please forward me all the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account at [email protected]. I appreciate your patience and cooperation.

I have sent it to that email address, so please check it.

そちらのメール宛に送りましたので、ご確認のほどお願いいたします。

Hello muraiiiko,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear muraiiiko

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, Barbora ([email protected]). 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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bitguruz Casino representative to join this conversation.

Dear Bitguruz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear muraiiiko,

Thank you for your patience.

Since we have not yet received a response from the casino, I am extending the timer by an additional 7 days. In the meantime, I will also attempt to contact the casino outside of this public thread to request an update regarding your case.

I appreciate your understanding and will keep you informed of any developments.

Dear everyone, we’ve requested documents from the player. He sent us altered financial statement pdf file.

Weve requested original document, client refuses to provide.

Dear Bitguruz Casino,

Thank you for your reply.

Could you please clarify what you mean by an "altered financial statement"? Specifically, we would appreciate details on the detected issue and the exact requirements for an acceptable replacement document.

Thank you in advance.

Dear Barbora,

Thank you for your follow-up.

By an altered financial statement, we mean that the document provided by the player shows clear signs of modification and does not meet standard AML/KYC authenticity requirements. Specifically, our compliance team detected inconsistencies in the PDF file that indicate it was edited after issuance by the bank (including irregular formatting and metadata inconsistencies that are not present in original bank-issued statements).

Due to these findings, the document cannot be accepted for verification purposes.

We have therefore requested the player to provide an original, unaltered bank document, issued directly by the financial institution, either as:

a downloadable statement obtained from the bank’s official online banking system, or

a scanned/photo copy of a physical bank statement clearly showing all pages without edits.

This request is fully aligned with our AML and KYC obligations. Unfortunately, the player has so far refused to provide a replacement document that meets these criteria.

Once valid and authentic documentation is submitted, we are ready to immediately continue the verification process and resolve the case accordingly.

Please let us know if any additional clarification is required.

Kind regards,

Bitguruz Casino

Compliance Team

You say there's a problem with the PDF file I issued, but I have no idea whatsoever.

I've also inquired about the online banking services I've used to submit documents, but they say they don't offer any other formats.

I recently inquired about Japan Post Bank, another bank I hold accounts with, and they told me that the statement they request includes my name and the date of issue, but that my address will be written on an envelope, not on paper.

This document can be issued on paper within two weeks, but there will be a fee.

I emailed them to ask if this document is valid, but I still haven't received a response.

You have no intention of withdrawing the money, do you?

That's why you haven't given me a proper answer, and you haven't even answered my question about the validity of the bank document.

Please understand that not all banks require documents containing the three items you're requesting.

Dear Bitguruz Casino,

Thank you for your clarification.

To ensure a fair and transparent resolution, could you please explicitly confirm whether a paper issued bank statement from Japan Post Bank, even if the address appears only on the envelope and not directly on the document, would be acceptable for verification?

Additionally, could you clearly specify the exact required elements that must be visible on the statement, for example full name, account number, issue date, bank logo, and whether the registered address must appear directly on the document itself?

This will help prevent further misunderstandings and ensure the player provides a document that fully meets your compliance requirements.

Thank you in advance for your cooperation.

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.

Today, I requested and submitted a paper statement for another account.

I am confident that the documents I submitted this time meet all requirements.

If your verification is still rejected after receiving these documents, please let me know what documents I need to submit.

Dear Barbora,

We have received a new document from the player and need to verify whether it meets the requirements of KYC procedures.

To do so, the document must include the following information:

• Full name of the account holder (clearly indicating to whom the account belongs).

• Bank account number or IBAN.

• Name of the bank or financial institution.

• Date of issuance of the statement.

• Period covered by the statement.

• Details of account transactions (including incoming funds).

• Description or purpose of the payments (both incoming and outgoing), allowing to determine the source of the funds.

This information is required to confirm the source of funds and to comply with financial monitoring procedures and anti-money laundering regulations.

If any of the above information is missing or incomplete in the provided document, we will ask the player to update or provide an alternative bank statement.

Hello Bitguruz Casino,

Thank you for the clarification regarding the required elements of the bank statement.

The player has informed us that a new paper bank statement has already been submitted and that it should contain the requested information. Could you please confirm once the verification of this document is completed and let us know whether it meets the stated requirements?

If the document is still considered insufficient, we kindly ask you to clearly specify which exact requirement is missing or incomplete so the player can provide the correct document without further delays.

We appreciate your cooperation and look forward to your update.

They said they received the documents, but have since cut off all contact.

This further demonstrates their uncooperative attitude and their intentional delays in withdrawals.

They have once again brought up information that differs from their initial explanation.

The following two points were suddenly added:

I have saved all previous emails, so I can clearly demonstrate that these were not explained before.

• Bank account number or IBAN.

• Name of the bank or financial institution.

Dear Bitguruz Casino,

Could you please provide an update on the verification of the player’s recently submitted document?

If the document is not accepted, kindly specify exactly which requirement is missing or insufficient so the player can provide the correct one without further delays.

Thank you in advance for your cooperation.

Dear Barbora,

Official Compliance Statement

We have carefully reviewed the bank document submitted by the user for KYC verification purposes.

Based on a detailed assessment, we have identified significant inconsistencies and deficiencies that raise serious concerns regarding the reliability and compliance of the provided document.

1. Inconsistency in Statement Period

The document states that it covers the period from November 1, 2025 to February 25, 2026. However, the transactions presented relate only to an incomplete portion of December 2025.

A legitimate bank statement covering multiple months is expected to include all transactions within that period. The absence of transactions outside of December raises reasonable concerns about the completeness of the document and may indicate that it is selective in nature.

2. Non-compliant Document Format and Risk of Alteration

The submitted document is a transaction history certificate, not a standard bank statement.

The user was previously requested to provide either:

- a downloadable statement obtained from the bank’s official online banking system, or

- a scanned/photo copy of a full physical bank statement clearly showing all pages without edits.

The document provided does not meet these requirements and is submitted as a photograph containing multiple shadows, glare, and uneven lighting, which reduces its reliability and increases the risk of possible alteration, partial concealment, or manipulation of the information.

3. Insufficient Source of Funds Transparency

The transaction descriptions (e.g., "Cloud Worker", "RKS") do not provide sufficient detail to clearly identify the origin of funds or the counterparties involved.

As a result, it is not possible to verify the source of funds or confirm that the funds were not obtained through illegal means, which is a key requirement under AML regulations.

Based on the above, the submitted document:

does not meet KYC requirements,

contains significant inconsistencies,

and cannot be considered reliable or verifiable.

Kind regards,

Bitguruz Casino

Compliance Team

Update regarding my complaint - Refutation of the casino's claims

I would like to clarify several points regarding the casino's recent claims:

Proof of Submission: I already submitted the required 3-month statement on March 6, 2026. I also sent a follow-up email on the same day to confirm receipt, but the casino ignored all my inquiries until now.

Document Authenticity: The documents provided are official statements issued by my bank. The casino’s claim of "risk of tampering" is baseless. I am happy to have the CasinoGuru team review these documents to verify their legitimacy.

Compliance with Requirements: The document I provided is the only one from my regularly used accounts that contains my name, address, and the issue date all on one page, as requested. I have also re-sent all remaining supporting documents to the casino today to ensure full transparency.

The casino is repeatedly finding minor excuses to delay my withdrawal. I ask for your intervention to review these documents fairly.

Barbora,

I have also sent you the same document via email.

Additional Clarification regarding the document dates:

The casino may question the gap between the document issue date (February 27, 2026) and the submission date (March 6, 2026).

Please note that this is a physical paper statement requested from my bank. In Japan, official bank documents containing a verified address are typically sent via postal mail, which takes approximately 1 to 2 weeks to arrive. I submitted the document immediately upon receiving it in my mailbox. This timeline is standard for physical bank correspondence and does not indicate any inconsistency or tampering.

Dear Bitguruz Casino,

Thank you for your clarification regarding the required document formats.

After reviewing the multi-page document submitted by the player, I would like to address a few points to ensure clarity.

Firstly, regarding the statement period mentioned in your previous response - you indicated that the transactions presented relate only to December 2025. However, after reviewing the full document, it appears that transactions from January and February 2026 are also included. Could you please confirm whether the complete multi-page document was reviewed during your assessment?

Secondly, the player has provided a multi-page physical bank document issued directly by Rakuten Bank. Could you please clarify whether the main reason for rejection is specifically that the submitted document is considered a "transaction history certificate" rather than a standard full bank statement?

If so, we kindly ask you to confirm whether only standard monthly bank statements are acceptable, even if other official bank-issued transaction records contain the required information.

Thank you for your cooperation.

Dear Barbora,

I would like to clarify the situation regarding the "Transaction History Certificate" I provided.

As you are aware, the format of bank documents varies depending on the financial institution. BitGuruz Casino is requesting a "Bank Statement," and in my bank's specific format, this "Transaction History Certificate" is the official document that serves as the bank statement.

It is clear that BitGuruz Casino is intentionally using delay tactics and harassing me. For instance, they made the following statement five days ago, which had never been mentioned in any of our previous communications. I responded to this inquiry immediately, asking: "Should I scan the hard copy document I received into a PDF?" To this day, I have not received a single response from them.

The Casino's latest demand:

"Please provide all documents in the format required by the KYC department. We do not accept bank documents in this format. As previously stated, you must provide them in the following format:

A complete statement downloaded from the bank's official online banking system (not a partial one), or

A scanned copy of a complete, unedited paper bank statement where all pages are clearly visible (not a partial one)."

Despite their claims, I have already been proactive in trying to meet their requirements, yet they continue to ignore my clarifications and provide no feedback on the specific methods I offered. I believe they are simply refusing to process my withdrawal.

Furthermore, I am prepared to provide the documents in PDF format. Since I do not have a scanner at home, I would need to pay a fee to scan them at a convenience store. I have already inquired whether such scanned documents would be acceptable, but I have received no response.

Given their track record, I am concerned that even if I submit a scanned PDF of my physical documents now, they will simply find another excuse, such as claiming it is "invalid because it wasn't a direct digital export from the bank."

Therefore, I would like BitGuruz Casino to state their position clearly here. I have already sent photos of these documents to both the CasinoGuru team and BitGuruz Casino. I have absolutely not engaged in any form of tampering, including changing file names or any other suspicious activity.

The document in question is an official bank statement issued by Rakuten Bank. It meets all the criteria they previously required in a single document:

Contains the date of issue.

Contains my full name.

Contains my registered address.

Covers a 3-month statement period (Since the requirement was a bit vague, I requested a longer period to ensure it covers well over 3 months and is fully valid).

I obtained the document that fulfills all these points and sent photos that clearly capture every part of it. It was only five days ago that they suddenly introduced the new requirement for a "scanned copy." This is a clear case of moving the goalposts.

I would like to state firmly to Barbora and all other members: The party causing intentional delays and harassment is not me—it is the casino.

Their latest (delayed) requirement:

"A scanned copy of a complete, unedited paper bank statement where all pages are clearly visible (not a partial one)."

In their previous response, BitGuruz Casino stated the following:

"A complete scanned image or photographic copy of a paper bank statement that is unedited and where all pages are clearly visible."

Note the term "photographic copy." Just six days ago, BitGuruz Casino explicitly acknowledged that a photo of a physical paper document was an acceptable format. However, as soon as I submitted those documents, they changed their tune only one day later (five days ago), claiming they would now only accept "scanned documents."

I am perfectly capable of sending a scanned version. However, what will your next "requirement" be? You have continuously ignored every single question I asked five days ago, choosing instead to remain silent.

I believe I have met every legitimate request BitGuruz Casino has made.

Furthermore, BitGuruz Casino advertises "instant" cryptocurrency withdrawals. How is any part of this process "instant"? You accept deposits immediately, yet when it comes to withdrawals, your only goal seems to be stalling for time. I am beginning to have serious concerns about how my personal data is being handled, given your unprofessional conduct and apparent goal of data collection without resolution.

Stop these harassment tactics immediately and process my withdrawal.

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.

Dear Bitguruz Casino,

We would like to kindly follow up on our previous questions, as it has now been one week without a response.

Could you please confirm whether the complete multi-page document submitted by the player was reviewed in full, including transactions from January and February 2026?

Additionally, please clarify whether the primary reason for rejection is the document format being a "transaction history certificate" instead of a standard monthly bank statement, or whether there are any specific missing elements that prevent acceptance.

We would also appreciate confirmation on whether a properly scanned copy of the full physical bank document would be acceptable, should the player proceed with scanning it.

We kindly ask you to provide a clear response so the player can avoid unnecessary costs and further delays.

Dear player,

Thank you for your patience.

For now, we kindly recommend waiting for the casino’s clarification before arranging scanning services, to ensure that any newly submitted document will meet their requirements.

Thank you both for your cooperation.

Dear Bitguruz Casino Team,

We would like to kindly follow up on our previous message, as we have not received any response yet.

We kindly ask you to provide an update regarding this case and address the outstanding questions raised in our last communication.

Please note that we are now granting a final extension of 7 days to provide your response.

Thank you for your cooperation.

Dear Valued Client,

During the review of your submitted documents, our compliance team identified incoming funds from freelance activity where the source of income could not yet be sufficiently verified.

As these transactions appear to represent a significant part of the activity on the account, we are required to obtain clear confirmation regarding the origin of these funds, including the nature of the services provided and related income sources.

Once we receive satisfactory supporting documentation confirming these earnings and payments, we will be able to continue your KYC review.

At this time, the verification process has been temporarily paused pending clarification of this matter.

Kind regards,

Bitguruz Casino

Compliance Team

I must emphasize that in all my previous correspondence with them, there was never any mention or request for the additional documentation they are now demanding. This sudden change in requirements further proves that they are creating new excuses to obstruct my withdrawal.

Unlike the MGA (Malta Gaming Authority), the Comoros license does not mandate such stringent documentation. This is clearly a bad-faith tactic used by the casino to intentionally refuse my withdrawal.

I have already forwarded all previous email correspondence to the CasinoGuru team. It is evident that BitGuruz is obstructing the process to avoid paying out my winnings. No matter what documents I provide, they constantly shift the goalposts and avoid any constructive discussion. I strongly urge you to add this site to your blacklist.

Barbora, even after you have reviewed all the documents I’ve sent so far, they continue to insist on these unreasonable demands. This casino does not even request source of wealth verification at the time of registration, yet this is the excuse they’ve come up with after making me wait for two weeks.

It is blatant harassment. Their intention is not to verify my documents, but to force me to give up on my withdrawal. This is exactly why they keep changing the required documentation and shifting their requirements every time I comply. They have no intention of settling this or paying out my winnings.

Dear Bitguruz Casino,

Thank you for your update.

We understand that additional verification regarding the source of funds is now required due to incoming freelance-related transactions identified on the player’s bank statement.

To avoid further misunderstandings and delays, could you please clearly specify what exact documents would be considered acceptable to verify the source of these funds?

Additionally, please clarify whether verification is required for specific transactions only, or for the player’s income activity in general.

Dear muraiiiko,

Thank you for your patience.

At this stage, the casino has indicated that additional verification regarding the source of funds may be required.

For now, we kindly ask you to wait until the casino clearly specifies which documents will be necessary, so you can avoid submitting incorrect or unnecessary documents.

Thank you both for your cooperation.

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.

Dear muraiiiko,

Please find below the list of documents required to verify your source of income:

1. Proof of Freelance Income

• Contracts with clients

• Service agreements

• Emails or correspondence with clients (if no formal contracts are available)

2. Invoices

• Invoices issued to your clients (PDF or email format)

• Platform-generated invoices (Upwork, Fiverr, etc.)

3. Platform Activity Confirmation

• Profile on platforms such as Upwork / Fiverr / Freelancer

• Order and payment history

4. Tax Documents

• Income declaration

• Self-employment or business registration certificate

• Tax reports

Please provide applicable documents from the above list to proceed with verification.

Kind regards,

Bitguruz Casino

Compliance Team

Dear muraiiiko,

Thank you for your patience.

At this stage, the casino has provided a clear list of documents required to verify your source of funds. We understand this process has been frustrating; however, this type of verification is a standard part of AML procedures.

We kindly ask you to review the requirements mentioned by the casino above and provide any applicable documents you have available.

If you are unsure which documents you can provide, please let us know and we will be happy to assist you further.

Thank you for your cooperation.

Dear muraiiiko,

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,
Barbora
Casino.Guru