The player from Germany faced verification issues with the casino, as his address did not match their records, despite his ID card and bank card being approved. He experienced multiple rejections of his bank statements and was concerned about the impact on his €700 winnings payout. After explaining that obtaining an official bank statement would cost him €200, the casino eventually accepted the verification as an exception. The €700 winnings were paid out, and the issue was resolved following extensive communication. We marked the complaint as resolved based on the successful payout and verification acceptance.
Casina Casino - Player's verification is delayed.
Resolved
Our verdict
Case closed
Amount: €700
Casina Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 month ago
Translation
There are problems with my verification.
I was told that my address does not match the address of I'm online casino.
My ID card and bank card were approved. I've been at the casino for a day now.
The bank statements have been rejected so far. I've never had so many problems with a casino before.
It would be a shame if the payout were to fail due to verification issues.
Automatic translation:
Public
Public
1 month ago
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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casina Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you? Can you log in?
- Could you please check the information in your player's profile and confirm that the information is complete and accurate?
- Could you please list which documents you provided to the casino during the verification process?
- Is the address on your bank statement the same one as in your player's profile?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Thanks for sharing the information with me.
- Did your bank provide you with an official bank statement?
- Was this bank statement accepted as your valid proof of address by the casino? Please let me know.
Looking forward to your reply.
Public
Public
1 month ago
Translation
My bank told me that if I want an extra bank statement, it will cost me €200 including processing fees, etc. Then the question is whether that's really fair; what if I end up paying €200 for nothing? Is it really worth it for a €700 profit?
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Alternatively, I could submit an electricity or internet bill, but since I don't live alone and it's not in my name, that certainly won't be accepted either.
Automatic translation:
Public
Public
1 month ago
Thanks for the explanation.
- Could you please specify what the format of your bank statement is?
- Is the bank statement delivered to you electronically in .pdf? Is it delivered in paper format? Under which format have you submitted it to the casino?
- Is it possible for you to request a residential confirmation from your municipality?
Looking forward to your reply.
Public
Public
1 month ago
Translation
Yesterday I contacted support again to explain that I had already uploaded all the documents I had. I downloaded my bank statement online; it was also in PDF format. It was never approved simply because my address wasn't on it. I then explained that my bank charges €200 for processing the bank statement separately. I also sent them the email from the bank, and as an exception, they then authorized the verification. The €700 winnings were also paid out today. So, the matter is now closed. This all happened after lengthy discussions with various people there. I'm glad they turned a blind eye in the end.
Edited
Automatic translation:
Public
Public
1 month ago
Dear Sxx123,
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,
Tomas
Casino.Guru
