The player from Germany is having difficulties withdrawing winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.
Hello, I finally got really lucky in dog house and won € 500. Now I want to have it paid out to me but the casino refuses my documents all the time only next month what should i do now and the support well they don't seem to understand my problem i ask for help
Dear lennys,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have already provided and when exactly? Have you received any explanation from the casino about what is wrong with your documents?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
I have everything except for an account statement I unfortunately only have an account statement with the old address because I moved here, as I said, but the casino still accepts it. I have already presented a registration certificate and it was also rejected directly
Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you.