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Hello, I was verified and won normally, and I would like to withdraw €2,000.

For the past week, I've had to verify my identity again, and I've sent everything multiple times. And it's always the same message: I have to verify my identity.

I'm constantly being strung along.

What's the point of this? I'm going to make everything public about this casino and I'm also going to get a lawyer involved.

Hallo war verifiezirt und habe normal gewonnen und möchte 2.000€ auszahlen

Seit einer woche muss ich mich wieder verifiezieren habe alles mehrmals zugeschickt. Und immer die gleiche aussage muss mich veriefizieren.

Ich werde immer nur hingehalten.

Wass soll das. Ich werde alles öffentlich über dieses casino machen und auch über anwald gehen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Which documents were approved and which were not?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the incident? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, yes, I was verified and had deposited money, otherwise I wouldn't be able to play. Then, after winning €2,000, they suddenly said I had to verify myself. I sent everything at least ten times, even my tax return because of my address, but it always says I failed. They don't explain what's missing or what's wrong. Nothing. It's unbelievable that something like this is allowed online.

Hallo ja war verifieziert und hatte auch geld eingezahlt sonst klnnte ich ja nicht spielen und las ich 2.000€ gewonnen habe hies es plötzlich ich muss mich verifiezieren und die habe alles bestimmt 10 mal geschickt sogar steuererklärung wegen der adresse aber immer heist es nicht bestanden und die schreiben nicht was fehlt oder was falsch ist. Nichts das ist unfassbar das sowas online erlaubt ist.

I didn't play with a bonus.

And of course I was verified, otherwise I wouldn't have been able to play and deposit money.

I sent them an email showing that I received payments previously, so I was verified. Now, however, they've deleted everything and I have to re-verify.

Habe nicht mit bonus gespielt.

Und natphlich war ich verifiziert sont hätte ich ja nicht spielen können und geld einzahlen.

Habe ihnen eine mail geschickt da sieht man das ich geld ausgezahlt bekomnen habe früher also war ich verifiziert. Jetzt aber haben die alles gelöscht und ich muss mich neu verifizieren.

Hello, I sent everything again and it was rejected again. This is fraud!

They say I haven't sent proof of the €60 deposit from my bank, which isn't true. I've sent it several times and it still doesn't work. They're stalling and don't want to pay. It's been three weeks now.

Hallo habe wieder alles neu geschickt und wieder abgelehnt das ist doch betrug

Die sagen ich hätte kein beweis für die eintahlung von 60€ geschickt von meiner bank was nicht stimmt das habe ich mehrmals und wieder nicht bestannden die halten mich hin und wollen nicht bezahken 3 wochen ist es jetzt her

I am sorry to hear that.

Thanks for sharing the requested information.

Do I understand correctly that in order to verify your deposit in the casino, you send a bank statement with your name and the deposit to the casino, listed among the transactions?

Did the casino request ID, selfie, utility bill or other similar documents to verify your identity?

Which documents were accepted and which were asked for again?

Looking forward to your reply.

Dear Sale10101010,

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