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I am so incredibly frustrated right now. I have had a withdrawal request pending since August 13th, but it still hasn’t been processed due to "verification issues." Every time I submit my passport it gets rejected because "the image quality is poor," even though I have submitted several clear photos. It feels like I am stuck in an endless loop where nothing is moving forward.

It's been weeks now and my money is completely locked up. I've followed all the instructions, been patient, and done everything right, but nothing is happening. This is starting to feel frivolous - I just want my money and this process to end.

Jag är så otroligt frustrerad just nu. Jag har haft en uttagsförfrågan liggande sedan den 13 augusti, men den har fortfarande inte behandlats på grund av "verifieringsproblem". Varje gång jag skickar in mitt pass blir det avvisat för att "bildkvaliteten är dålig", trots att jag har skickat flera tydliga foton. Det känns som att jag fastnat i en oändlig loop där ingenting går framåt.

Det har gått veckor nu och mina pengar är helt låsta. Jag har följt alla instruktioner, varit tålmodig och gjort allt rätt, men inget händer. Det här börjar kännas oseriöst – jag vill bara få mina pengar och avsluta den här processen.

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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.

• Could you please forward me the photos of your passport that you've been sending to the casino for verification? My email address is veronika.f@casino.guru.
• Have you uploaded any other identity documents to the casino for verification?
• Have any of your documents been approved by the casino's verification department?
• When was the last time you submitted any identity document to the casino for verification?

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

Best regards

Veronika

Everything is in order now, I have finally been verified. I am still waiting for my payout to be processed, but I will let you know how it goes. I still think you should have explained more clearly what was wrong with my passport from the beginning, and that the verification should not have taken this long. The whole experience has unfortunately been quite negative.

Allt är i ordning nu, jag har äntligen blivit verifierad. Jag väntar fortfarande på att min utbetalning ska behandlas, men jag kommer att meddela er hur det går. Jag tycker fortfarande att ni borde ha förklarat tydligare vad som var fel med mitt pass från början, och att verifieringen inte borde ha dragit ut så här på tiden. Hela upplevelsen har tyvärr varit ganska negativ.

I'm glad to hear that your verification has now been completed and that the payout is being processed. I understand that the situation was frustrating, especially given the unclear feedback about your passport and the time the process took. Unfortunately, casinos are required to follow strict verification procedures, which can sometimes lead to delays — particularly if the documents don’t fully meet regulatory requirements.

Can you please specify what the current status of your withdrawal request is? When exactly did you submit your withdrawal request?

I submitted my withdrawal request already on August 13th, and the verification started almost immediately after that. However, my documents ended up in an extra check because I didn't have the opportunity to take a new photo of my passport. Once I submitted a new photo, the verification was approved without any problems. I have already received my money now, but I don't plan to play at this casino again.

Jag skickade in min uttagsbegäran redan den 13 augusti, och verifieringen började nästan direkt efter det. Mina dokument hamnade dock på en extra kontroll eftersom jag inte hade möjlighet att ta ett nytt foto av mitt pass. När jag väl skickade in ett nytt foto blev verifieringen godkänd utan problem. Jag har redan fått mina pengar nu, men jag planerar inte att spela på det här casinot igen.

Dear PatrikDan13,

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,

Veronika

Casino.Guru