Casino Action - 검증 문제로 인해 플레이어의 상금 지급이 지연됩니다.

Hi I won big.

I sent all my documents.

I get this requested.

" Please follow the instructions as per our most recent communication on 12th November, which has been replicated below:

"Thank you for your email and for that documentation.

As a result of these submissions, we require a further verificaiton step to be satisfied prior to furthering this case.

Could you please provide a video of yourself showing your identity document clearly, followed by logging into your Bitget account on the device you use to access the Casino. Please then navigate to the section of your Bitget account that displays your deposits made to the Casino's wallet addresses ensuring to display each transaction.

This must be recorded in a single, continuous video with no edits or cuts. You may not crop out any information and the deposits must be clearly visible.

Please attach the video file in reply.""

I have no idea how to do it. I sent the video like requested. They just keep replying with the email above.

Could guru help me I am hungry for my money.

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 Winningreid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

• Have you communicated with a live chat to clarify what was wrong with your video?
• How long have you been a player at this casino, please?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Have you communicated with a live chat to clarify what was wrong with your video?

Generic replies only.

How long have you been a player at this casino, please?

2 months

Could you please provide the exact date of your initial verification request?

I did all the kyc they have all my documents. I provided everything

They just sent me generic replies.

Thank you for your email and for that documentation.

As a result of these submissions, we require a further verificaiton step to be satisfied prior to furthering this case.

Could you please provide a video of yourself showing your identity document clearly, followed by logging into your Bitget account on the device you use to access the Casino. Please then navigate to the section of your Bitget account that displays your deposits made to the Casino's wallet addresses ensuring to display each transaction.

This must be recorded in a single, continuous video with no edits or cuts. You may not crop out any information and the deposits must be clearly visible.

Please attach the video file in reply.

If you have a email I can send it you. I tried to upload it here only max is 5mb

Dear Winningreid,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

All has been sent please reply today.

How long does it takes?

Dear Winningreid,

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, Samuel ([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,

Katarina

Dear Winningreid,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casino Action to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casino Action,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in completing the account verification that precedes the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Yes I not understand anything I am winning and they want me to sent a weird video. I did it and no responds. Seems the same this casino not have any money.

HI there

I am currently travelling and will not be able to look into this until Friday.

Cheers

Must be nice not to pay any money out and go on a holiday.

Hey there

This player has failed to provide KYC as per risk management's directions. As such the player's account is closed.

Cheers

All sent here.

Dear Samuel and Casino Action representative,

This latest reply from the casino is completely unacceptable and proves what I have been saying for weeks.

I have sent the requested verification video multiple times (at least 4 different recordings between November and December 2025). Every time I asked for clarification or an example of what exactly was wrong with the previous video, I only received generic automated replies or silence.

For over 6 weeks the casino has not given me a single specific reason why any of the videos I sent were rejected. They never pointed out what exactly was missing or unclear — no feedback about lighting, angle, visibility of the screen, length of the video, nothing. How is a player supposed to "correct" something when the casino refuses to explain what is wrong?

Asking for a continuous, uncut, un-cropped video in which I must:

show my face and ID

log into my personal Bitget crypto account on camera

scroll through every single deposit transaction to their wallet is already an extremely invasive and unusual request.

When the player actually complies (multiple times!) and still gets no response or explanation, it is obvious that this "verification step" is designed so that the player will always technically "fail".

Now, after ignoring my emails for weeks, the casino representative comes here with a 1-line message saying the account is simply closed because I "failed KYC". This is not a serious explanation — this is an attempt to get away with confiscating my legitimate winnings.

This behaviour is textbook stalling and bad faith. Casino Action is deliberately using an impossible-to-satisfy verification procedure to avoid paying out my withdrawal.

I ask Casino Guru to treat this case as a priority and rule that:

the prolonged silence and lack of specific feedback is unacceptable

repeatedly demanding the same unclear video verification without ever explaining the deficiencies is an unfair practice

my winnings must be paid in full because I have complied in good faith with every request I was able to fulfil.

Dear Casino Action,

thank you for your response.

At this stage, I need a clear explanation to move the case forward.

The player states that the requested verification video was submitted several times and that no specific feedback was provided regarding what was incorrect or missing. The sudden closure of the account with the explanation "failed KYC" is not sufficient on its own for me to properly assess the situation.

To proceed, I kindly ask you to provide:

1. Confirmation of exactly which video submissions you received from the player.
2. A clear description of the specific deficiencies or reasons why each submission did not meet your KYC requirements.
3. An explanation of the internal criteria or guidelines that these verification videos must meet.
4. The reason for closing the player's account instead of requesting corrected materials with actionable feedback.

I will continue with the review once I receive these details.

Thank you, Casino Action, for your cooperation, and thank you to the player for providing additional information and screenshots.