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Hello,

A verification (selfie + ID + message) requested by the provider to initiate the payout is not accepted. There has been no response to the request for verification via video chat. I provided all documents and then I received this request with a selfie, where I could not find anything in the provider's terms and conditions. Several of my selfies were rejected.

Hallo,

eine Verifikation (Selfie+ID+Nachricht) gefordert vom Anbieter um die Auszahlung zu veranlassen wird nicht akzeptiert.Auf bitte um Verifikation per Viedeochat bisher keine Antwort.Ich habe sämtliche Dokumente bereitgestellt und dann habe ich diese aufforderung mit Selfie erhalten wo ich auch nichts in der AGB des Anbieters finden konnte.Mehrere Selfies von mir wurden abgelehnt.

Dear major82,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided except for the selfie with your ID?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Dear Katarina,

Thank you very much for your support. I have been listed with the provider since around July 2022 and lost a low three-digit amount for fun in the period up to April/2025. New deposit now in April and stake almost doubled, so I wanted to cash out. Since I also have a new bank, the trouble started. They wanted a proof of deposit from 2022, which is subject to fees for me at the bank, and only later did they switch to the April deposit, so I guess I was lucky again. I already went through the entire verification process in 2022 and this selfie request was completely new to me. New bank verification was also confirmed. Since the selfie + ID + hand was rejected several times, I suggested Videoident. The terms and conditions also state that the provider can do this legally, but probably only in cases of suspected money laundering/cheating/identity misuse, and not to get to know its customers.

Documents: ID card, invoice with address, bank verification

were all submitted in 2022 on 12.06.2022

Best regards

Liebe Katarina,

vielen dank erstmal für die Unterstützung. Ich bin bei dem Anbieter seit ca. Juli 2022 gelistet und habe in dem Zeitraum bis April/2025 einen niedrigen 3-Stelligen Betrag aus Spaß verloren.Neue Einzahlung jetzt im April und Einsatz fast verdoppelt daher wollte ich mal auszahlen lassen.Da ich auch eine neue Bank habe ging, der ärger wohl los man wollte, einen Einzahlungsnachweis von 2022 der für mich bei der Bank gebührenpflichtig ist und erst später wurde auf die Einzahlung April umgeschwenkt da hatte ich wohl wieder Glück.Ich habe schon 2022 das komplette Verifikationsverfahren durchlaufen und diese Selfie anfrage, war komplett neu für mich.Neue Bankverifizierung wurde auch bestätigt. Da der Selfie+Ausweis+Hand mehrmals abgelehnt wurde habe ich Videoident vorgeschlagen steht auch in den AGB das Anbieter dies rechtmäßig durchführen kann aber wohl nur bei Verdacht der Geldwäsche/Falschspiel/Identitätsmissbrauch aber nicht zum kennenlernen seiner Kunden wohl.

Dokumente: PersonalAusweis,Rechnung mit Anschrift, Bankverifikation

wurden alle schon 2022 eingereicht am 12.06.2022

Viele Grüße

Hello,

When I asked in the live chat why my verification was rejected, I received the answer that part of the hand with which the selfie was taken had to be visible.

Everything together:

Message with date+ID+hand held clearly visible+part of the hand with which the selfie was taken.

Hallo,

auf meine Anfrage im Livechat warum meine Verifikation abgelehnt wird habe ich die Antwort erhalten das noch ein Teil der Hand zu sehen sein muss mit der das Selfie aufgenommen wurde.

Alles zusammen:

Nachricht mit Datum+Ausweis+Hand in der gehalten deutlich sichtbar+Teil der Hand mit dem das Selfie gemacht wurde.

Hello,

the deposit/registration was 2023.

Hallo,

die Einzahlung/Anmeldung war 2023.

Dear major82,

thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.

• Have you received any update regarding the new picture you have submitted? Has it been accepted?
• Could you please provide any communication you had with casino regarding this matter to my email katarina.d@casino.guru? Kindly provide emails, live chat transcripts and screenshots.

Looking forward to your reply,

Katarina

Hello,

Yes, after about 50 uploads it was accepted for reasons unknown to me.

In my opinion, the KYC process, if it is discretionary as is the case with this provider, is unreasonable or even abusive.

Hallo,

ja nach ungefähr 50 Uploads wurde akzeptiert aus mir nicht ersichtlichen gründen.

Meiner Meinung ist der KYC Prozess, wenn er wie bei diesem Anbieter im Ermessen liegt eine Zumutung bzw. Missbrauch.

Dear major82,

thank you for your message.

Am I correct to understand that your Know Your Customer (KYC) verification has been successfully completed?

Have you initiated a withdrawal request?

Looking forward to your update,

Katarina

Dear major82,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru