The player from Germany was unable to access €1500 winnings due to a verification issue related to an address change. Despite having confirmed his address differently, the player's account remained unverified because his old address was attached to the account. The player also reported that his account had been deactivated without explanation. However, after a thorough investigation, we found numerous discrepancies in both the player's casino and casino.guru accounts, supporting the casino's actions. Consequently, we concluded that the casino had acted appropriately and decided to close the complaint.
Casitsu Casino - Player's verification has been delayed due to an address change.
Amount: €1,500
Casitsu Casino
Safety Index:Below averageSafety Index
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5.1
Casitsu Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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1 year ago
Hello, I don't know whether I can open a complaint about this or not. I won €1500 here and they don't want to verify my account because my old address is on it because I've moved. I mean, I confirmed my address differently and I've never had any problems with my ID. You don't get a new ID card after every move. Sorry, but I've never heard anything so stupid
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1 year ago
Dear AleKing44,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the address from your casino profile doesn't match the address stated in your documents?
Have you tried explaining the situation to the casino? Are you able to prove your new residence by documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello, good day Kristina. That's right, I moved. My ID still has the old address on it. But I can of course prove my new address with several documents. To me it just comes across as if they are looking for a reason not to pay out my €1500. You yourself say it's all about identity. I don't understand why there's so much stress about the address on the ID. Above all, I always play at DamaNV casinos and my ID is always accepted. Thank you
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1 year ago
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And it should be said that my account has now been deactivated. I do not know why
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1 year ago
Thank you very much for your reply, AleKing44. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello, excuse me. Unfortunately I don't have any photos of the communication. But I guarantee them that they have blocked my account and don't want to verify my account.
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1 year ago
Could you please clarify who exactly is using this casino account and who submitted this complaint? Please share your full name either here (we will mark the post as private) or forward it to my email address. Thanks.
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1 year ago
A few days ago, the casino contacted me and provided an explanation of the situation and their concerns. Upon gathering all the necessary information, we discovered numerous discrepancies in both your casino account and your casino.guru account and these findings further support the claims made by the casino. We believe the casino acted appropriately given the circumstances.
I am afraid that at this point we are not able to proceed with this complaint and I am forced to close it. If you do not agree with our decision, you can always contact the licensing authority, but I am confident their opinion will be similar.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.
