Coins.Game Casino - プレイヤーのアカウント確認が遅れています。

Greeting,

I am having problems with verification and withdrawal of coins.game casino.

I'm an old user, I've had my account for over a year, and I've wagered over €100k.

On 25.10.25. I received €6K and that's when the problems started. When I wanted to pay, I had to do verification, which I successfully completed with documents, but the verification is still undergoing, as the support team says, and it usually takes 48 hours.

My account is blocked (withdraws, bonus) due to a deposit (which is funny to me), but I can still gamble normally.

I have had payments before with no problems.

Every day I talk to the support team and I don't get a concrete answer, which is why the verification takes longer than expected.

I would like to ask you for help.

Thanks

Pozdrav,

Imam problema sa verifikacijom i isplatom casina coins.game.

Stari sam user imam acc vise od godinu dana wager preko 100k €.

25.10.25. dobio sam 6K € i odtad počinju problemi,kada sam htio isplatiti morao sam napraviti verifikaciju koji sam uspjesno izvrsio sa dokumentima ali jos mi je verification undergoing kako kazu iz support teama a obično traje unutar 48h.

Moj račun je block(withdraws,bonus) deposit radi (što mi je smješno u vezi),normalno mogu kockati i dalje.

Imao sam isplate prije sa kojim nije bilo nikakvih problema.

Svaki dan razgovaram sa support teamom i ne dobijem konkretan odgovor radi čega verifikacija traje duze od očekivanog.

Molio bi vas za pomoc.

Hvala

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

Greeting,

1. Only ID card 25.10.25.

2. I am

3. No, I just needed an ID document for verification

4. I don't know, I can't see it anywhere, I was just told that my verification is still being reviewed.

I am available for further questions.

Thanks

Pozdrav,

1. Samo ID card 25.10.25.

2. Jesam

3. Nije ,za verifikaciju mi je samo bio potreban ID dokument

4. Neznam,ne mogu to vidjeti nigdje samo mi je rečeno da se moja verifikacija još pregledava

Za daljna pitanja stojim na raspolaganju.

Hvala

Greeting,

I got VIP host support and the guy processed my payment.

The payment has been made, we are just waiting for it to be credited to the account.

Thanks

Pozdrav,

Dobio sam VIP host support i čovjek mi je rješio isplatu.

Isplata je izvršena,samo čekamo da sjedne na račun.

Hvala

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Invan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika