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Hello, unfortunately, I am having significant issues with verification. I have submitted various documents repeatedly to confirm my payment, but they are consistently rejected without explanation. Recently, the verification status briefly indicated that my account was successfully registered. However, three minutes later, that status disappeared, and the problems started all over again. I am not getting any real assistance from chat support; they just keep me waiting with empty promises. Unfortunately, I don't think I can resolve this on my own, so I am asking for help!

Hallo,leider habe ich große Probleme bei der Vertifizierung.Immer wieder habe ich verschiedenste Dokumente eingereicht,um meine Zahlung zu bestätigen,welche alle dauernd ohne Begründung abgelehnt werden.Vor kurzer Zeit stand danm endlich im Vertifizierungsstatus,dass mein Konto erfolgreich registriert wurde.3 Mimuten später war dieser Status wieder weg,und die Probleme gehen von vorne los.Auskunft im Chat bekommt man nicht wirklich,man wird nur hingehalten und vertröstet.Glaube leider alleine komme ich da nicht weiter,und bitte um Hilfe!

Dear son123456,

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 make sure I understand your situation completely.

Could you please specify which of your documents keep getting rejected by the casino?

Have you submitted the document on time and in the correct format, showing your personal information as well as the necessary information about the payment?

Have you received any suggestions regarding the requirements the document has to fulfill?

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

Beautiful good day,

It seems to be my payment method that keeps getting rejected. I have uploaded this account statement from my internet banking several times on time, where I think everything is visible, as a screenshot, PDF file and so on. Unfortunately, none of it is accepted! I also asked for my address to be changed a week ago, which hasn't happened yet. I then wrote an email to support, asking them to do it. The answer was that they couldn't speed things up, I had to wait. They don't really help me in the chat either, or tell me what exactly is wrong with my documents. I always get the same answer, and that is please wait!! LG

Schönen guten Tag,

es handelt sich anscheinend um meine Zahlungsmethode,die immer wieder abgelehnt wird.Habe mehrmals fristgerecht diesen Komtoauszug aus meinem internet banking hochgeladen,wo meiner Meinung nach alles ersichtlich ist,als Screenshoot, Pdf Datei und sonstiges..Leider wird nichts davon akzeptiert! Auch habe ich vor einer Woche um die Änderung meiner Adresse gebeten,was bis zum heutigen Tag auch noch nicht passiert ist..Habe dann eine email an den Support geschrieben,mit der Bitte um Erledigung..Die Antwort war man könnte da nichts beschleunigen,ich müsse warten.Auch im Chat wird nicht wirklich geholfen,oder mir gesagt,was genau an meinen Dokumenten nicht in Ordnung ist.Es kommt immer nur die selbe Antwort,und die lautet bitte warten!! LG

Before we proceed with your case, please forward me all the communication between you and customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Hello, I have now sent you everything by email! The latest status is that this address change, which has been in process for 10 days now, is apparently the main problem. LG

Hallo,habe Ihnen nun alles per email geschickt! Der neueste Stand ist,dass anscheinend diese Adressänderung die nun seit 10 Tagen schon in Bearbeitung ist,das Hauptproblem darstellt. LG

Thank you for your emails. Has the casino changed your address yet and verified your documents? Please let me know.

Hello, today my address was finally changed, but unfortunately nothing has been verified or paid out yet 😕 LG

Hallo,heute wurde meine Adresse endlich geändert,aber vertifiziert und ausgezahlt leider noch nichts 😕 LG

Thank you for your information. As I mentioned before, the verification may take several working days. If the casino sent you any new email regarding your verification, please forward it to me (veronika.l@casino.guru).

Hello, unfortunately I am not verified yet and have not received an email! 🙁 Best regards

Hallo leider bin ich noch nicht vertifiziert,und E-mail auch noch keine erhalten! 🙁 Liebe Grüße

Thank you very much, son123456, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, today I finally got some positive news, my account seems to be verified, now I'm just waiting to see if there's actually a payout 🙏🍀🙂 best wishes

Hallo,heute habe ich endlich positive Nachrichten bekommen,mein Konto scheint vertifiziert zu sein,jetzt warte ich noch ab,ob es jetzt tatsächlich zu einer Auszahlung kommt 🙏🍀🙂 liebe Grüße

Dear son123456, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. I am glad your account was verified, that is a step in the right direction.

Now, I would like to invite Mr Bet Casino representative to join this conversation. 

Dear Mr Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello dear Katarina, thank you for wanting to stand up for me! 🍀🙂 I have finally been verified since yesterday after a month and have received my money today 🍀🙏 Best wishes

Hallo liebe Katarina,dankeschön,dass Sie sich für nich einsetzen wollen! 🍀🙂 Bin seit gestern nach einem Monat nun endlich vertifiziert,und habe mein Geld heute erhalten 🍀🙏 Liebe Grüße

Thank you, son123456, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.