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I deposited 200 euros via Skrill and received a 50% bonus. After wagering the necessary amount, I tried several times to withdraw my money (556 euros). Although I was already active at the casino in 2021, a large number of documents were again requested for verification (including proof of my mobile phone number and, in addition to an ID card, proof of a driver's license. For weeks, only new proof has been requested and the payout has always been rejected.

Ich habe 200 Euro per Skrill eingezahlt und einen 50% Bonus erhalten. Nach dem Umsetzen des nötigen Betrags habe ich mehrfach mein Geld versucht auszuzahlen (556 Euro). Obwohl ich bereits 2021 beim Casino aktiv war, wurde erneut eine Vielzahl an Dokumenten zur Verifikation angefordert (bis hin zu Nachweisen über meine Mobiltelefonnummer und neben einem Personalausweis auch der Nachweis eines Führerscheins. Seit Wochen werden immer nur neue Nachweise angefordert und die Auszahlung stets abgelehnt.

Dear Lennart,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. There isn’t anything unusual if the casino asks for additional documents from time to time.

Could you please confirm that you provided all the required documents? When exactly did you submit them?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Lennart,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.