The player from Germany is facing issues with account verification at the casino, as his Paysafecard and credit card verification attempts are rejected despite providing a transaction receipt with necessary details. He expresses frustration since other casinos have accepted his documents without issue.
Goldex Casino - Player’s verification is delayed.
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Current status
Waiting for player to reply
6d 22h 54m 21s
Goldex Casino
Safety Index 7.8 Above averageCase summary
Discussion
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Public
15 hours ago
Translation
Hello, good day.
My name is Dragan j***
I deposited money into this casino and won some, however I'm having problems with verification. They're rejecting my Paysafecard/credit card; they won't verify it even though I sent a transaction receipt with all the details, such as my home address, my payment to the casino, and my IBAN number, which even includes the last digits of my credit card.
None of this is acceptable.
Please help me, every casino has accepted this so far, but this casino does not.
I don't know what to do. Please help me.
Edited by a Casino Guru admin
Automatic translation:
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1 hour 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.
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1 hour ago
Dear Dragan1980,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that verifying your payment method seems to be the only issue?
- Have you provided any other documents to verify your identity, and have they all been approved?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
