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Hello. To state my requirements briefly: my account has been denied authentication, forced-banned, and my withdrawals have been refused. They are demanding excessive KYC documents. It is clear that they are doing this to block and confiscate my funds by refusing withdrawals, which is highly malicious. I would like you to take action. I have attached the contents of the email I received.

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 salisero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide during the verification process?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I believe it was either a live game or a slot machine. I do not remember the details very well.

Regarding the balance, I received the first deposit bonus as a parachute bonus, but since I only bet with the cash portion, I do not think the bonus was involved. I only played at the casino for a short time after registering my account; I just wanted to try the first deposit bonus and check if it was a safe casino that would allow withdrawals, so I only played a little. I do not know the exact date and time I was blocked, but the notification of the block arrived on 05/13 at 18:25 (JST).

For identity verification, I was initially asked for a standard photo of my passport, an image of myself with my passport, and a utility bill or a municipal tax or fixed asset tax invoice (issued within the last 3 months). I went to the trouble of preparing these certificates and my passport for that purpose. However, the reality was that my KYC was rejected multiple times thereafter, and eventually, I received a message requesting that I take a video.

This is the content of the email I received from them.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

After that, I was away from home for a while, so I could not respond to this message. Then, suddenly, a message was sent stating that my account had been suspended.

Thank you for the detailed update. I understand your concerns regarding the verification process and the subsequent suspension of your account. To proceed, I need a few clarifications:

• Please provide the date when you registered your account and the date the casino first asked for documents for verification.
• Do I understand correctly that you were not able to send the final video verification before your account was suspended?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?
• Please also forward to my email all the documents that you sent to the casino for verification.

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I'm sending the screenshot here. Thursday, March 19th was the first day I was asked for KYC. 

Do I understand correctly that you were not able to send the final video verification before your account was suspended?

That's right.

First, here is my response to the initial KYC request. I attached three photos to it: a clear image of my passport, a picture of me holding my passport, and an image of a utility bill for water.

A few days later, I sent an image of my bank balance certificate attached to this email.

I received this email immediately after sending the English bank balance certificate.

Although I felt I was being made to do something unnecessary, I submitted the requested ID card selfie (with the numbers shown) five days later as instructed.

About another week passed after that, and I eventually lost patience and contacted them with the following message.

A few days later, I received another email from them containing the following. At that point, after the third KYC request, I realized that this was not a platform conducting legitimate KYC procedures, but rather a site using repeated KYC requests as a tactic to delay or refuse withdrawals. I also came to this conclusion based on how extremely slow each of their responses was.

At that point, I was away from home and remained busy with work for quite some time, so I did not respond to their request for a video. Instead, I sent them a complaint email because I was frustrated that my KYC submissions had already been rejected twice without any proper explanation. It was clear to me that they were intentionally splitting what should have been a single standard KYC procedure into multiple steps in order to create unnecessary inconvenience and obstruct both the KYC process and withdrawals.

And this was the final email I received from them. After reading it, I checked my account and discovered that I was no longer able to log in.　　　That is everything. This covers the full timeline and all email exchanges between us. Furthermore, I had also been communicating with support through chat, repeatedly requesting that my KYC verification be processed more quickly. However, after a long series of back-and-forth exchanges, I finally received the first KYC email. In total, I believe the entire process — from account registration to account deletion — took around two months.

Thank you for taking the time to read through everything until the end.

Hello salisero,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience.

I would like to explain that a video verification is a common practice for casinos to include in KYC verification.

Before we will reach out to the casino, please forward all the documents, including the selfie, that you sent to the casino to jean.s@casino.guru so we can independently review it.

I sent email to  jean.s@casino.guru Please check it.

Dear salisero,

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, Martin, (martin.l@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,

Jean

Hello salisero,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Winhero Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why did the player not pass the initial stages of the verification process? Is the option to complete the video verification permanently removed, or is the block only temporary?

In case you believe the player breached any rules, or there are any specific suspicions about the player's activity, please let me know here or at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Thank you for the investigation on the matter!

After reviewing the case, we can confirm that the player was selected for an additional verification process as part of our internal security procedures. This is a random investigation carried out by our risk and billing teams and is not applied to all players. A small number of accounts are selected to undergo enhanced verification to help ensure the highest level of security and compliance on our platform.

We understand that these additional steps may be inconvenient, and we sincerely apologize for any frustration they may have caused the player. However, these measures are an important part of protecting both our customers and our services.

The additional verification request is not a result of any confirmed wrongdoing by the player. It is simply part of our enhanced security checks. Once the required verification process is successfully completed, the account review can proceed accordingly.

Please let us know if you require any further information.

Kind regards,

WinHero Casino Support

Dear casino representative,

thank you for your response.

While we understand that casinos need to request additional verification in certain cases, and we do not consider this unfair by default, I would still like to ask you for a clearer explanation.

You stated that the additional verification was not based on any confirmed wrongdoing by the player, but rather on a random enhanced security check. Does this mean, that the documents already submitted by the player were not found to be insufficient to complete the verification? In case there was nothing wrong with the already requested and provided documents, it seems excessive to require further verification procedures.

Nevertheless, if there are specific concerns regarding the player’s identity, documents, gameplay, account activity, payment method, or any other risk factor, please explain them to us at martin.l@casino.guru.

Dear salisero,

thank you for your patience, I will send you an email shortly.

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.

Thank you for your patience.

Following a review by our Security Team, concerns arose regarding whether the account was being operated by the registered account holder. As a result, an additional verification step was requested in the form of a video verification to confirm account ownership.

This request was not related to the authenticity of the documents that had already been submitted. Rather, it was an enhanced verification measure initiated following indicators identified during the security review.

Unfortunately, the requested video verification was not provided. As a result, we were unable to complete the verification process, and the account was subsequently closed in accordance with our Terms & Conditions.

Should you require any further information, please let us know.

Kind regards,

WinHero Team

Dear casino representative,

thank you for your message, I have sent you an additional email.

Dear salisero,

As the casino has clarified that the issue concerns confirmation of account ownership, could you please let us know whether you are now willing and able to complete the requested video verification?

I understand this may feel excessive, but video verification is a common part of enhanced KYC procedures, and if the casino’s concern is account ownership, completing this step may be necessary before the verification process and any withdrawal review can continue.

I am happy to undergo verification if Casino Guru acts as an intermediary, as I fear that dealing with them directly will only lead to my KYC being rejected repeatedly without any explanation.

In addition, I would like you to handle the entire process from KYC to the completion of the withdrawal, as I do not want to be given a hard time with excuses like being unable to withdraw funds.

Dear salisero,

Thank you for your reply.

Unfortunately. Casino Guru cannot be directly present during the verification call or conduct the KYC process on the casino’s behalf. That said, I believe we can ask the casino to allow you to complete the video verification and, with your consent, provide us with the full recording and a clear explanation of the outcome afterward. This way, if the verification is rejected again, we can impartially review whether the decision was justified.

Dear casino representative,

Would you be willing to reopen the video verification option for the player and, provided the player gives explicit consent, share the complete recording and the final verification assessment with us afterward?

Thank you for your message.

We would like to clarify that we do not agree with the statement that the player's verification was "rejected."

At no point was the player's verification rejected. On the contrary, we were willing to proceed with the verification process and assist the player. Following our Security Team's review, an additional video verification was requested solely to confirm that the account was being operated by the registered account holder. We were waiting for the player to complete this required verification step; however, the player failed to participate in or provide the requested video verification.

As the required verification was never completed, the KYC process could not be finalized. Consequently, the player's account was closed in accordance with Section 4.4 of our Terms & Conditions due to the player's failure to complete the required verification within the prescribed timeframe.

For reference, Section 4.4 of our Terms & Conditions states:

"In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), or if the customer failed to provide it within 30 days, Winhero has the right to charge from suspended Winhero Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all Winhero accounts, refuse to return the deposited funds, block the Winhero Account, compensate all costs incurred from the balance of the Client."

Therefore, it is inaccurate to characterize this case as a rejected verification. The verification process remained open pending the player's completion of the required video verification. As the player failed to complete this mandatory step, the account was subsequently closed in accordance with our Terms & Conditions.

Best regards,

WinHero Team

Dear casino representative,

Thank you for the clarification.

I agree it is more accurate to say that the verification was not rejected, but simply left incomplete.

However, since there was no confirmed wrongdoing, I was under the impression that the verification could continue. Since the player is now willing to undertake it, I believe he could be able to attempt to complete it - unless there are specific reasons preventing this.

You are correct that the verification itself was not rejected. We can confirm that the additional video verification was requested as part of a routine security review, during which the player was randomly selected to undergo enhanced verification measures.

However, the player failed to complete the requested verification despite being given the opportunity to do so. The refusal to undergo the required verification significantly increased the risk associated with the account and prevented us from completing our KYC and security checks.

As a result, and in accordance with our Terms & Conditions, the account was subsequently closed due to the player's failure to complete the mandatory verification process.

Best regards,

WinHero Team

Dear Casino Representative,

Thank you for your message.

Please clarify whether, because the player did not complete the video verification within the stipulated 30-day period, the account has been permanently closed and the verification process will not be reopened.

As the 30-day period had already expired before our complaint-resolution process began, could you please explain why you initially indicated that the account review could proceed once the requested verification was successfully completed, but now appear unwilling to provide the player with another opportunity to complete it?

If the verification will not be reopened, please also confirm whether the entire €880 balance was confiscated and provide a breakdown of the player’s deposits, bonus funds, and winnings.

You may provide the relevant financial records privately to martin.l@casino.guru.

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 salisero,

Unfortunately, after reviewing all the available information, we are unable to reach a conclusive decision and must close this complaint as unresolved.

We acknowledge the casino was entitled to request video verification, and this was not completed within the original 30-day period. However, during the complaint, the casino subsequently indicated that the account review could proceed once the required verification had been completed. This reasonably created the impression that verification could still continue. The casino later relied on the expired deadline and stopped responding before this inconsistency could be properly clarified.

As a result, we cannot conclusively determine whether the confiscation of your €880 balance was justified or not. We will therefore close the complaint as unresolved and classify it as an uncertain case.

The casino may reopen the complaint at any time should it decide to provide further clarification or cooperate in resolving the matter.

I am sorry that we could not achieve a more satisfactory outcome.

Best regards,

Martin