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I have submitted all the documents for certification and feel like I've done this a hundred times over. They always get rejected and I believe this is a deliberate tactic to refuse the payment.

Habe alle Unterlagen zur Zertifizierung eingereicht und das alles schon gefühlte 100mal. Wurde immer abgelehnt und glaube hier handelt es sich um eine gewollte Masche um die Auszahlung zu verweigern.

Dear Margarete200, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino? Which of your documents have been rejected?

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, 

Veronika

Documents submitted on May 4th, 2024: ID card, bank statement, credit card with which the deposit was made. The documents were approved. Everything was submitted promptly and in the correct format. There is also a green Hagen for verified.

Eingereichte Dokumente am 04.05.2024 Personalausweis,Kontoauszug, Kreditkarte mit der die Einzahlung getätigt wurde. Die Dokumente wurden genehmigt. Alles Zeitnah und im richtigen Format eingereicht.Bei Verifiziert ist auch ein grüner Hagen.

How long does the examination take

Wie lange dauert die Untersuchung

Before we proceed with the case, could you please forward me all the relevant communication between you and the customer support regarding your verification? My email address is veronika.l@casino.guru. Thank you.

Dear Margarete200,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.