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Hello, I won over €3,700 on February 16, 2025. I topped up €50 using my Paysafe card and played. After I wanted to withdraw my money, the casino wanted to verify me. I took a selfie with my ID, took a screenshot of copies of my current utility bill, Paysafe card with deposit and visible name and sent it. After 48 hours, we received another rejection without explanation. After we wrote to them several times, they said they wanted the documents as a PDF, then we scanned everything and sent it. After 48 hours, we received another rejection. The reason was that there was too much light on the ID. We sent the complete documents a total of 4 times, and today's rejection was that the ID should only be photographed and not scanned. We have just taken a nice photo of my passport and residence permit and uploaded them straight away. We don't know what to do next. We know a lot about scanning documents and document sizes. We're starting to feel like we're being scammed. Many thanks, Kind regards, Kusoglu

Hallo, ich habe am 16.2.25 über 3.700€ gewonnen. Ich habe über Paysafe Karte 50€ aufgeladen und gespielt. Nachdem ich mein Geld auszahlen wollte. Wollte das Casino eine Verifizierung von mir haben. Ich habe Selfie mit Ausweis. Kopien von aktuellen Verbraucherrechnung, Paysafe Karte mit Einzahlung und ersichtlichem Namen Screenshot gemacht und gesendet. Nach 48 Stunden kam wieder eine Ablehnung ohne Begründung. Nachdem wir mehrmals sie angeschrieben haben hieß es das sie die Unterlagen per pdf haben möchten dann haben wir alles eingescannt und gesendet. 48 Stunden kam wieder eine Ablehnung. Begründung am Ausweis zu viel Licht. Wir haben es ingesamt 4 mal die kompletten Unterlagen gesendet die heutige Ablehnung war, dass das Ausweis nur fotografiert werden soll und nicht eingescannt. Wir haben soeben meinen reisepass plus Aufenthaltstitel schön fotografiert und gleich hochgeladen. Wir wissen nicht mehr weiter. Wir kennen uns ziemlich aus mit Unterlagen Einscannen und Größen der Dokumente. Langsam kommt uns es als verarsche vor. Vielen Dank Mit freundlichen Grüßen Kusoglu

Dear ibogoss1986,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're experiencing. To better understand the situation and assist you as quickly as possible, could you please provide a bit more information?

• Have any of your identity documents been approved during the KYC verification? If so, could you specify which documents were successfully verified and which ones were rejected?
• Did you submit your ID photo in the requested quality, ensuring that all textual information is clearly readable, your photograph is visible, and all four corners of the document are fully visible in the photo?
• Have you submitted all the other required documents in the requested quality?

Please forward any documents that the casino has not yet approved to my email address at veronika.f@casino.guru.

I hope we can resolve this issue for you as soon as possible. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

I have sent you my last and second to last message to the above email address. I hope you can help me. Kind regards, K.

Ich habe Ihnen in die oben genannte email Adresse meine letzte und vorletzte Nachricht gesendet ich hoffe Sie können mir weiterhelfen. Mit freundlichen Grüßen K.

Thank you for the email with the documents. I can understand that the casino rejected scans as only photographs are accepted. Have the most recent photographs of your ID and passport been approved during the KYC verification, or have they been rejected as well? Please keep me updated.

Dear ibogoss1986,

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.

Hello,

I have received the money and now everything is done.

Thank you!

Hallo,

ich habe das Geld erhalten und somit ist alles erledigt.

Vielen Dank!

Dear ibogoss1986,

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 Fritz

Casino.Guru