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So... I want to cash out my winnings, but I can't because no matter what I upload or try, they won't let me go through the verification process. I deposited with two different Mastercards: once with a virtual N26, and once with a Skrill Mastercard. I uploaded everything three or four times. Bank statements... over 30 pages in total, with my name on them, of course. I'm really fed up with this. And this time I won't lose my winnings again. Please help me quickly. Thanks.

Also... ich möchte Gewinne auszahlen lassen , dieses ist mir aber nicht möglich da Sie mich egal was ich hochlade oder versuche nicht durch die Verifizierung lassen. Ich habe mit 2 verschiedenen Mastercards eingezahlt, einmal mit einer virtuellen N26, einmal dann noch mit der Mastercard von Skrill. Ich hab alles 3 - 4 mal hochgeladen. Kontoauszüge... über 30 Seiten insgesamt, der Name stand natürlich drauf. Ich bin es jetzt leid wirklich. Und diesmal werde ich meine Gewinne nicht wieder verspielen. Bitte um zügige Hilfe. Danke.

Dear arondeutschle,

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.

• Have you made sure to provide photos of documents instead of scanned copies in one of your submissions?
• Have you achieved your winnings with the help of a bonus?
• Have you made any successful payouts from the casino in the past?

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,

Tomas

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.

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

Dear arondeutschle,

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