The player from Germany requested a withdrawal on August 19th but has faced ongoing verification issues, having provided all required documents. However, she has not received any communication from the casino for several days.
Hello, on August 19th I requested a withdrawal. Since then, I was repeatedly told that something was missing for verification. I have provided everything to the casino, but now I haven't heard anything from the casino for days.
Dear florianbachhofer1987,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
When was the last time you communicated with the casino regarding your verification?
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,
Veronika
Hello, so it is like this, it has already been approved, then the casino would write that they want a selfie with my ID and address sweat with selfie, I also made
It only fails because of the selfie with passport. They always say that it doesn't fit. The last message from the finance department was on 28.08.
Could you please specify why your selfie with the passport was not approved?
When uploading photos for verification, there are several things you have to keep in mind:
Have you made sure that your selfie fulfills all of these requirements?
Hello, it is always said that the data is not recognized but I have also verified myself elsewhere and it was approved without any problems. I think I have now sent 30 pictures to the
Please forward me the photographs you sent to the casino at veronika.l@casino.guru.
Have you also sent a separate photo of your passport? If so, was the passport photo approved?
Yes, everything in the passport was accepted except for the selfie. I also asked what the problem was but you always just get a standard email if something is wrong and they would change it straight away...
I'll send it to you
Thank you very much, florianbachhofer1987, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear florianbachhofer1987,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a BetMaximus Casino representative to join this conversation and participate in resolving this complaint.
Dear BetMaximus Casino,
Could you describe why the player's selfie gets rejected?
Thank you in advance for providing the information.
Hello Stefan & florianbachhofer1987,
The player's account is still pending verification.
The selfies uploaded on 26/08, 28/08 and 02/09 were rejected as they were blurry.
The selfie uploaded on 04/09 isn't yet checked by our team and the player will be updated accordingly.
With appreciation,
Nadia I.
Dear BetMaximus Casino,
Thank you for your response and the information provided.
Please keep us updated regarding the selfie uploaded on the 4th of September.
I'll be awaiting your reply.
What I wanted to mention is that there was already an email from you on 21 August, copy it to me
Hi jlobabe,
Your casino account has been successfully validated.
For any questions regarding your account, please do not hesitate to
contact our customer support team via chat or e-mail at
Regards,
Finance team
Hi dear Casino guru team, something has happened and the selfie has been approved. Now you have written to me, so it doesn't matter where it is verified, I have never had this before, is this a normal process?
• a screenshot of the personal data of the linked Gmail address
Your casino account. You can find this at the top right of
the Gmail website > Manage your Google Account > Personal info.
Hello Stefan & florianbachhofer1987,
I can confirm that the last selfie sent was accepted.
Player was asked for additional clarifications related to the details provided upon registration.
With appreciation,
Nadia I.
Please just close this I have requested the deletion of my account
Dear BetMaximus Casino,
Could you state if there is any reason you are requiring a screenshot of the personal data of the linked Gmail address? I have checked the registration form and there is no option to register with the Google account.
I'll be awaiting your reply.
Dear florianbachhofer1987,
Are you sure you want to close this complaint? There is a disputed amount of 2000€. Please, reconsider this.
Hello florianbachhofer1987,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru