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The casino won't complete my verification, claiming I'm uploading invalid documents. My ID is valid and my deposit confirmation is from the bank, but the casino isn't accepting it.

Das casino möchte meine verifizierung nicht abschließen angebeblich werde ich ungültige Unterlagen hochladen. Mein ausweis ist korrekt und meine Einzahlung nachweis ist von der Bank und das casino akzeptiert das nicht

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetMaximus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents the casino requested from you? Were any documents you provided approved, to your knowledge?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I received another email today.

Habe heute schin wieder einen Email bekommen

I have neither an expired ID nor anything else. My documents are valid.

Ich habe weder eim abgelaufenen Ausweis noch sonst was .Meine Unterlagen sind gültig

Thanks for the explanation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Is your ID damaged?
• Are the deposits to the casino among the transactions on the bank statements you provided to the casino during verification?

Please let me know.

Dear Nadel87,

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,
Tomas
Casino.Guru