The player from Germany faced challenges verifying his account at Caspero, which prevented him from withdrawing his winnings of €1,500. He submitted all required documents, but his proof of bank account was repeatedly rejected, despite providing a daily transaction history. He sought assistance in resolving this ongoing issue. The issue was resolved as the player successfully received his full payouts after initial delays in verification and withdrawal requests. The Complaints Team marked the complaint as 'resolved' following the player's confirmation of receiving all funds.
Caspero Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,500
Caspero Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Dear CasinoGuru Team,
I am contacting you because I am having significant problems verifying my player account at Caspero, which is blocking a withdrawal of my winnings of €1,500.
After successfully requesting a withdrawal, I was asked to verify my account. I submitted all the required documents – including ID, proof of address, and proof of my bank account. All documents were accepted except for proof of my bank account, even though I had already submitted it several times.
Specifically, the casino requires a transaction history for the entire month of July. However, since the full account statement for July isn't available through my bank (Sparkasse) until the beginning of August, I instead submitted a daily transaction history from July 1 to the present. This contains all the necessary information: my full name, IBAN, bank name, and the individual transactions.
Nevertheless, the document has been rejected several times without explanation. I receive no concrete information about what exactly is being criticized. This is extremely frustrating, as I fulfill all requirements to the best of my knowledge.
I therefore ask for your support and hope that you can mediate in this matter. I have provided all the necessary documentation and see no comprehensible reason for the continued blockage of my payment.
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7 months ago
Hello,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your transaction history seems to be the only issue? Has the casino approved the rest of your documents?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationHello Katarina,
First of all, thank you for your quick response.
I was first asked for verification about two to three days ago, shortly after I requested my withdrawals. All requested documents were accepted, except for the July transaction history for a specific period in June. I subsequently submitted this document as well, and it was accepted—for whatever reason.
I have always submitted all documents promptly, and the review process is usually relatively quick. Unfortunately, however, my bank account document is repeatedly rejected—even though I believe I have provided all the required information.
Providing proof of transactions via screenshots would be extremely time-consuming in my case, as there were so many transactions during that period. Unfortunately, I won't be able to obtain an official bank statement for July until the beginning of August. Therefore, the attached transaction history is the only practical way to verify my bank account. I'd be happy to provide you with the transaction history. Then you can investigate what might be causing the issue. Please let me know where I can submit it.
I have already contacted the casino and asked what exactly is missing or unclear, but have not received a response yet.
Thank you in advance for your support!
Kind regards
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7 months ago
Hello,
thank you for your reply.
Do you receive your salary to the bank account you use to deposit to this casino, please?
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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7 months ago
TranslationThank you for the answer!
I have just sent the email. Please note that the email was sent by was sent. I'm also registered with the casino with this email, so I can more easily forward the emails to you.
I requested the withdrawal to the same account I used to deposit. (I used two different payment methods: Apple Pay and Sofortüberweisung.) Both payment methods were processed using the same account.
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7 months ago
TranslationUpdate:
Now my profile tells me that no verification is required. However, withdrawals are blocked. I already requested €1,000 for withdrawals before I was asked for verification.
The last 500€ cannot be requested for withdrawal
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7 months ago
TranslationI have just received my first payout of €500.
However, unfortunately, I am still unable to request new withdrawals.
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7 months ago
TranslationAs of today, withdrawals are permitted for me again.
I've now requested the final €500 for withdrawal. I'll let you know when the withdrawal is complete.
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7 months ago
Hello,
thank you for your messages and updates. It appears the complaint is progressing favorably. Please keep us informed of any further developments.
Looking forward to your reply,
Katarina
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7 months ago
TranslationI am pleased to inform you that I have now received my payouts in full.
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6 months ago
Hello,
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,
Katarina Duboak
Casino.Guru
