Starzspins Casino - プレイヤーの本人確認（KYC）に遅延が発生しています。

Please help me!

My KYC verification hasn't been completed, my emails to support are being ignored, and contacting live support isn't getting me anywhere.

It's been more than the maximum 5 business days stated in the terms of service, and I'm still not getting a response, which is causing me problems.

I'm stuck because I can't withdraw my funds until the KYC process is complete.

I would like Guru to mediate and help resolve this issue.

Thank you for your cooperation.

助けて下さい！

私のKYCの認証がされずサポートにメールしても無視され、ライブサポートに問い合わせしても前に進みません。

利用規約に書いている最大5営業日以上経っておりそれでも対応されずに困っています。

KYCが終わらない以上出金もされないので行き詰まっています。

Guru様に仲介に入っていただき問題解決をして欲しいと思います。

よろしくお願い致します。

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 yamasin000,

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

I will answer your question.

Which documents have you already submitted? When did you send the most recent documents?

The document I submitted was my driver's license.

The latest version was submitted on April 22nd.

Did the casino have any issues regarding the approval of specific documents?

I received no response to my questions, and when I asked, I was told that live support couldn't help and that I should email support directly.

So I emailed them directly, but I haven't received a reply.

Thank you for your assistance.

回答させていただきます。

すでに提出した書類はどれですか、最新の書類はいつ送信しましたか？

提出した書類は車の免許証です。

最新は4/22に提出させていただきました。

カジノは特定の文書の承認に関して何か問題を示しましたか？

何も回答してもらえず質問しても、ライブサポートでは対応できないとの事でサポートに直接メールして下さいとの事でした。

なので直接メールしましたが返信無いです。

対応ありがとうございます。

Thank you very much for your reply, yamasin000. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Casino Guru,

I sent you an email earlier.

Please check it.

親愛なるカジノGuru様。

先程メールお送りしました。

ご確認よろしくお願い致します。

I am being completely ignored.

This serves as proof.

私は完全に無視されています。

これが証拠になります。

Dear yamasin000,

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 (barbora.p@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,

Kristina

Dear player,

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

Dear Starzspins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.