CasinoBud - Player’s account is closed due to verification issues.

I have tried to verify my account with several different documents and the problem is verifying the origin of the money. I have sent them many different documents on the subject, but they keep rejecting them. Since this process has taken more than 30 days, they also closed my account.

I have sent them a bank statement showing the deposits made to them and I have verified the €10,000 deposited in this account, but this is not enough for them, they are only interested in the €7,600 deposit and the €5,000, which I have verified to the best of my ability, of which I am also attaching the verifications to you. I only uploaded 5 attachments because it was the maximum amount.

Dear kalaman89,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

Could you please specify the exact dates when you made the deposits of €7,600 and €5,000 to your CasinoBud account?

Did you deposit these funds from the winnings you accumulated at a different online casino, as it seems from the screenshots you provided?

What information does the casino require to confirm the source of your funds?

Have all your other identity documents been successfully verified?

Please forward me any additional evidence that may be relevant to the investigation of your case to veronika.f@casino.guru.

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

Best regards,

Veronika

I have send you email with all the necessary documents and info. There was some misunderstanding of the problem here, but I have given more precise information on the email.

I haven't received a reply for the email or here in few days. Can you confirm you have received it?

Thank you very much, kalaman89, 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.

Hello kalaman89,

I am so sorry to hear your account got closed. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CasinoBud representative to join this conversation and participate in resolving this complaint.

Dear CasinoBud,

Could you please comment on the situation?

Thank you in advance for providing the information.

I have made some progress on this matter, but still there is demands which I try to meet that are still unfair.

I will provide you with the current details of the situation in an email.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello kalaman89,

I have contacted the casino outside of the complaint thread. Let's hope they will respond as soon as possible. Could you provide us with the details here in the complaint thread? I haven't received any email from your side.

I'll be awaiting your reply.

I have send you email. Can you repeat the address so I can send a new one.

Hello kalaman89,

My email address is stefan.m@casino.guru.

I'll be awaiting your reply.

I send you email.

Hello kalaman89,

I have received an email from your side and have responded.

I'll be awaiting your reply.

Casino unlocked my account and I have made a successful withdrawal. My complaint is over.

Dear kalaman89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru