Zip Casino - Играчът е изправен пред забавен процес на проверка.

I am writing to complain about the verification process on this site. I have already sent all the required documents multiple times, but my verification still has not been approved or completed.

I have followed all the instructions carefully and provided everything that was requested, yet there has been no clear explanation for the delay or rejection. This situation is becoming very frustrating.

I would appreciate it if you could review my case properly and let me know exactly what the issue is, if there is one.

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 haska,

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. It is also common for casinos to request additional documents even after an account has been verified previously.

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

Hello,

I have already submitted more than 10 documents from my bank. These documents contain my full name, IBAN, address, and all other information that you have requested during the verification process.

Regarding proof of IBAN ownership, they have requested this information twice. On both occasions, the documents I provided were accepted and approved.

After that, I was informed that I needed to provide proof of address. I have since submitted at least five separate documents that meet the requirements they have stated for address verification.

There have also been contradictory instructions throughout this process. At one stage, I was specifically instructed to order a physical bank statement and submit it. I followed those instructions and provided photographs of the physical bank statement. However, I was then told that physical bank statements were not accepted and that I needed to upload a digital statement directly from my bank instead. I complied with this request as well and submitted the document directly from my bank.

My most recent submission was the bank document downloaded directly from my bank, as requested. Since then, I have not received any clear explanation as to why my verification remains pending.

The casino has identified various issues with the submitted documents throughout the verification process. However, each time I addressed and resolved the stated issue by providing the requested documentation, a new issue was raised instead. In some cases, concerns that had already been resolved were raised again at a later stage.

As a result, the verification requirements have appeared to change repeatedly, despite my continued efforts to comply with every request. The repeated introduction of new issues, including issues that had previously been addressed, has created the impression that the verification process is being unnecessarily prolonged and that my account is not being verified despite the submission of all requested documentation.

I have retained copies of all submitted documents, as well as records and recordings of all communications regarding this matter.

And now they are trying with another reason and this time with my ID which have been already accepted 4 times and I have proof all of those.

Please ensure the following:

- Your face should be fully visible without obstructions

- All information from the document should be clearly visible;

- The arm holding the ID should be fully in-frame including the elbow.

- The photograph of yourself should be taken in front of your address(house or building), with the street,house name or number visible on a sign.

these request are getting out of hands and no way this ain't legally acceptable. As I would know since I have a law degree.

Thank you very much for your reply, haska. I feel like you are really doing your best to provide everything necessary, and I agree that the process seems to be more difficult than it should be.

Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear haska,

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.

The matter is handled now.

haska, do I understand correctly that your issue has been resolved?

Dear haska,

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,
Kristina
Casino.Guru