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On January 29th I made a withdrawal of 2100 SEK, took a few days and the money didn't come. They wanted verification which I understand. We are now on February 16th and today I sent in documents for the fifth time! Been rejected 4 times even though I sent everything they asked for. Now they said because I had a print screen it wasn't approved. I have a digital mailbox so I don't get mail to my mailbox where I live. They said that PDF works fine so I hope it will be approved now that I have converted it to a PDF file. However, they say it takes 48 hours, all my verifications that have been rejected have taken at least 72 hours to get a response. You ask and they always say: be patient and wait...

I don't want to wait any longer! Never experienced such a hassle with verification at other casinos. I now have 2100 k that is pending withdrawal and also 1000 kr more that I want to withdraw. So a total of 3100 kr.

Den 29 januari gjorde jag ett uttag på 2100kr, tog några dagar och pengar kom ej. De ville ha verifiering vilket jag förstår. Vi är nu på 16 februari och idag skickade jag in dokument för femte gången! Blivit nekad 4 gånger trots att jag skickat allt de bett om. Nu sa de för att jag hade printscreen så blev det inte godkänt. Jag har digital brevlåda så får ej post till min brevlåda där jag bor. De sa att pdf går bra så jag hoppas det blir godkänt nu när jag omvandlat till pdf fil. Dock så säger de att de tar 48 timmar, alla mina verifieringar som blivit nekade har tagit minst 72 timmar att få svar på. Man frågar och de säger alltid: ha tålamod och vänta…

jag vill inte vänta mer! Aldrig varit med om sådant här krångel vid verifiering hos andra casinon. Jag har nu 2100 k som står som pending på uttag och även 1000 kr till jag vill ta ut. Så totalt 3100kr.

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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.

• Which of your documents have been repeatedly rejected during the verification process? Please forward the most recent documents you uploaded to your casino profile to veronika.f@casino.guru, and kindly include the emails from the casino explaining the reasons for rejecting them.
• Have any of your documents been successfully approved during the verification process?
• What types of games did you play to accumulate your winnings?

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

Veronika

I have sent you an email.

jag har skickat dig ett email

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

Dear pchris,

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,

Veronika