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Hello, the casino is refusing to verify me... I sent the documents a week ago, and no one is responding in the chat. I've been waiting for hours for an automated message! So, this is about €1500 that I won... of course, I need to verify my identity first, but in this case, it's impossible! Please help me; I have no chance against this scam.

Hallo die casino verweigert mich zu verifizieren zuerstmal...seit 1 woche hab die Dokumente geschickt antwortet keiner im chat stundenlang warten auf automatische nachricht! Also gehts um 1500eur die gewonnen habe...natürlich verifizieren muss ich mich zuerst aber in dem fall nicht möglich! Bitte helfen sie mir gegen diese abzocke hab ich keine chance

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Hello,

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

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you in advance for your reply.

Best regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

According to the chat advisor, I'm now verified and no further documents are required! See the chat log attached... I don't know if that's true, but the withdrawal request hasn't been processed... that will probably take a while.

Also laut chat Berater bin jz verifiziert und werden keine weitere Dokumente benötigt!siehe chat Protokoll im anhang...ob das stimmt weiß nicht aber das Auszahlung anfrage ist nicht bearbeitet....das wird wahrscheinlich dauern

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tutankamun1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas