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Dear Sir or Madam,

Once again, my account was verified upon request, confirmed again, and yet, once more, the withdrawal was denied with the argument that the verification doesn't match! I do not understand the problem. Please help!

Documents confirming the verification are attached to this message.

Sehr geehrte Damen und Herren, 

abermalig wurde das Konto nach Anfrage verifiziert, abermalig bestätigt und abermalig wurde die Auszahlung abgelehnt mit dem Argument, die Verifizierung passt nicht! Ich verstehe das Problem nicht. Bitte um Hilfe!

Anhang über Bestätigte verifizierung, liegen dem Schreiben bei.

Dear flocker,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of the error you see when you try requesting withdrawal of your winnings?

Could you kindly specify which documents you provided to the casino for verification? Am I correct in understanding that all your documents have been successfully verified?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

This is correct. After the payment has been rejected, a document is always classified as "faulty" and requested in a different format, e.g. PDF. I have several screenshots of this. I will try to have everything verified positively again and will send you the evidence.

Dies ist Richtig, nach dem die Auszahlung abgelehnt wurde, wird auch immer wieder ein Dokument als „fehlerhaft" eingestuft und dies in einem anderen Format, z.B PDF gefordert. Ich habe dahingehend mehrere Screenshots. Ich versuche erneut alles abermalig positiv verifizieren zu lassen und lasse Ihnen die Nachweise zukommen.

Here, for example, the verification via customer service. The problem afterwards was the same again.

Hier z.b die Verifizierung via dem Kundenservice. Problem danach war abermalig das selbige.

Another positive verification!

further explanation that everything would work!

Weitere positive Verifizierung!

weitere Erklärung das alles funktionieren würde!

Again the same thing

Abermalig wieder das Gleiche

Thank you for keeping me updated. Please forward me the deposit receipt in PDF format that you have unsuccessfully tried to verify. My email address is [email protected].

I have sent you the required data via email. So far, I have been told several times that the payout will be made because I have been positively verified. After requesting a payout, this was rejected several times.

Thank you.

Ich habe Ihnen via Mail dir erforderlichen Daten übermittelt. Bis jetzt hat es mehrmalig geheißen, dass die Auszahlung sicher erfolgen wird, da ich positiv verifiziert bin. Nach Auszahlungsanfrage, wurde dies mehrmalig wieder abgelehnt.

Vielen Dank.

Payment was made!

Ausbezahlung erfolgte!

Dear flocker,

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, 

Veronika Fritz 

Casino.Guru