The player from Hesse attempted to withdraw €60 after canceling a bonus, but his proof of address was rejected multiple times, despite his provision of a registration certificate from the town hall. He expressed frustration over the rejection of valid documentation that should have confirmed his address. The issue was resolved when the casino verified his documents, allowing him to proceed with the withdrawal. The complaint was marked as 'resolved' by the Complaints Team.
MadCasino - Player's withdrawal is delayed due to address verification issues.
Resolved
Our verdict
Case closed
Amount: €60
MadCasino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Hello. I withdrew €60. I was playing with a bonus, then canceled the bonus and withdrew. This is possible at the casino. I uploaded all the K/D verification and it was accepted. Then I uploaded proof of address. Rejected. Twice. Then I went to the town hall in my city. I bought a registration certificate for €9, which is the best way to prove your address in Germany. And they rejected it? How can that be? It has the stamp and signature of my city on it. Anyone who would just Google it would know that this is proof of address in Germany. Since my rent includes utilities, I don't have to pay for electricity or anything like that. My landlord pays for that. I went to the town hall specifically for this. And they won't pay me?
Automatic translation:
Public
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6 months 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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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MadCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- How were you informed about the rejection of the documents?
- Were you in contact with the casino support regarding the issue?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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
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6 months ago
TranslationMadcasino has now verified. Thank you for your help.
Automatic translation:
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5 months ago
Dear wennert,
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
