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I have verified myself (identity etc.)

Now the casino wants proof of my deposit before I can withdraw.

However, I deposited using a paysafe PIN and therefore do not have a bank statement.

Despite repeated explanations of the above, the casino doesn't understand this and repeatedly refers to a bank statement. My funds are therefore blocked.

I can't get anywhere with this casino support that doesn't address my case.

Ich habe mich verifiziert (Identität etc.)

Nun möchte das Casino noch einen Nachweis meiner Einzahlung haben bevor ich Auszahlen kann.

Ich habe jedoch mit einer paysafe Pin eingezahlt und somit keinen Banknachweis.

Das Casino versteht dies trotz x-facher Begründung des obigen Sachverhaltes nicht und verweist immer wieder auf einen Bankbeleg. Somit sind meine Gelder blockiert.

Ich komme so mit diesem nicht auf meinen Fall eingehenden Support seitens Casino nicht weiter.

Dear PascalH,

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

• Do I understand correctly that verifying the deposit method seems to be the only issue?
• Did you use any other deposit methods when playing in this casino?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello

The problem has been resolved for the time being and I was able to successfully complete the deposit verification.

If any further problems arise, I will get back to you.

Best regards

Hallo

Das Problem hat sich vorerst gelöst und ich konnte die Einzahlungsüberprüfung doch noch erfolgreich durchführen.

Falls weitere Probleme auftauchen, werde ich mich wieder melden.

Beste Grüsse

Dear PascalH,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru