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Good day, luckily I turned 25 euros into 602, then wanted to pay out and gave the bank details and then it said that the account was not verified, which makes no sense because I had submitted all the necessary data, I already have it directly support tries to contact but there are always at least 20-30 in the queue in front of me, no response to emails and I feel incredibly cheated

Guten tag, ich hatte durch glück aus 25 Euro 602 gemacht, wollte dann auszahlen und hab die Bank Verbindung angegeben und dann stand dort das der Account nicht verifiziert sei, was kein sinn ergibt weil ich alle nötigen daten eingereicht hatte, ich habe bereits den direkt support versucht zu kontaktieren aber da sind immer mindestens 20-30 in der Warteschlange vor mir, auf Emails wird auch nicht reagiert und ich fühle mich unfassbar betrogen

Dear L1XnB,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you passed the verification in the past? Could you please clarify when exactly you sent your documents? Have you received any confirmation regarding successful verification?

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

Best regards,

Kristina

Hello, I have the account about 7 days ago

done and submitted the documents, I just got an email from the casino yesterday that says they now want to check the data (after I obviously put pressure on it) but it's stupid that the support and the information on the site don't tell you whether the documents have arrived or in what period of time they will be checked

Kind regards

hallo, ich habe den Account ca. Vor 7 Tagen

gemacht und die Dokumente eingereicht, ich habe erst gestern eine email vom Casino bekommen wo drin steht das sie nun die Daten prüfen wollen ( nachdem ich offensichtlich Druck gemacht habe) trotzdem blöd, das der Support und die Infos der Seite einem nicht sagen ob die Dokumente angekommen sind oder in welchen Zeitraum die geprüft werden

mfg

Thank you for your reply, L1XnB. I understand. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear L1XnB,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.