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Good day

I have won a large amount that is to be paid out (€21,600), after I also invested a lot - the deposit was made via instant bank transfer and credit card

The first two payouts of €800 each have been made.

Now I have further withdrawals of 3x €1,000 pending, leaving me with €17,000 left in my account.

I should now verify myself and have uploaded all data:

• ID
• credit card
• invoice for identification
• Last month's bank statement (I didn't have to do this at any other casino - it's very questionable why my private payments have to be viewed here)

After a short time, the requirements were gone - but now I have to verify myself again.

However, there are no upload fields etc. So I can't upload anything - unfortunately, the screenshot cannot be attached here

After asking several times in chat and by email, I was told to verify myself again because they don't have any Darwn.

After reading several times on the Internet that there are numerous complaints about the casino, I am quite afraid of getting my money

Can you help?

Thank you

Guten Tag

ich habe einen hohen Betrag gewonnen, der ausbezahlt werden soll (21.600€), nachdem ich auch reichlich investiert habe - die Einzahlung erfolgte via Sofortüberweisung und Kreditkarte

die ersten beiden Auszahlungen von jeweils 800€ sind erfolgt.

nun habe ich weitere Auszahlungen von 3x 1.000€ offen und somit noch 17.000€ auf dem Konto.

ich solle mich nun verifizieren und habe alles Daten hochgeladen:

• Ausweis
• kreditkarte
• rechnung zur Identifizierung
• kontoauszug des letzten Monat (musste ich bei keinem anderen Casino - sehr fraglich warum meine privaten Zahlungen hier eingesehen werden müssen)

nach kurzer Zeit waren die Auflagen weg - jetzt solle ich mich jedoch wieder verifizieren.

allerdings ist ohne Uploadfelder etc. Ich kann somit nichts hochladen- der screenshot lässt sich hier leider nicht anhängen

nach mehrmaligen Nachfragen im Chat, als auch per Mail wurde mir gesagt, ich solle mich nochmal verifizieren, da sie keine Darwn haben.

nachdem ich im Internet mehrfach gelesen habe, dass es zahlreiche Beschwerden über das Casino gibt, habe ich ziemlich Angst mein Geld zu bekommen

können sie weiterhelfen ?

vielen Dank

Hello,

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

• Has the customer support suggested any alternative ways to upload your documents, since it’s not possible for you to do so directly in the casino account?
• Have you tried clearing your cookies and cache, deleting your browser history, or using a different browser or device to access your casino profile and check if you can submit your documents that way?
• Could you please send me a screenshot or a video of the error you encounter when trying to upload your documents?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good day,

I have already asked several times (chat and email).

I'm told something different every time. One is that I have to upload everything again (not possible, see screenshot), and the other is that it's still being reviewed, even though it was initially under review and then everything disappeared.

I also offered to send the documents again by email, but there was no response.

I have already tried this on several devices and browsers.

If you need anything else, please let me know

Guten Tag,

ich habe bereits mehrfach nachgefragt (Chat und Mail).

Es wird mir jedes mal etwas anderes erzählt. Einmal dass ich bitte nochmal alles hochladenmuss (nicht möglich siehe Screenshot) und zum anderen, dass das noch in Prüfung ist, obwohl anfänglich in Prüfung stand und dann alles verschwunden ist.

Ich habe zudem auch per Mail angeboten die Unterlagen nochmals per Mail zu schicken. Darauf gab es keine Antwort.

Versucht habe ich das bereits über mehrere Geräte und Browser.

Sollten Sie noch etwas benötigen, lassen sie es mich gerne wissen

Hello

Suddenly everything works and the payouts are made

Thanks for the support anyway - should problems arise again

I'll be happy to get in touch again

Hallo

urplötzlich funktioniert alles und die Auszahlungen erfolgen

trotzdem danke für die Unterstützung- sollte es nochmals zu Problemen kommen

melde ich mich gerne wieder

Thank you for your responses. I'm glad to hear that your account has been verified and you're now receiving your winnings. Can we consider your complaint resolved, or do you wish to keep it open until you receive your payments? Kindly let me know.

Dear Raketenmike,

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.

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

Dear Raketenmike,

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,

Veronika