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Apparently, my verification isn't working! I sent enough attachments with bank statements, etc., as instructed, but apparently it's all failing! Why not?

Angeblich klappen meine Verifizierung nicht!! Habe genügend Anhänge geschickt mit Kontoauszügen usw so wie es da stand aber angeblich funktioniert das alles nicht!! Warum nicht??

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Jochenisda,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

So, on November 21st, 2025, I sent my ID card (front and back), my bank card (front and back), bank statements, and a selfie with my ID. They weren't accepted; apparently, not all four sides of the cards were visible. Then I waited several more days and took different photos. They said proof of address was missing, so yesterday I sent another one from the garbage collection agency, which included my name, address, and the date, plus a letter from my pension insurance company. I have no idea if they'll accept it now.

Also am 21 November 25 habe ich meinen Ausweis vorne und hinten geschickt, meine bankkarte vorne und hinten, Kontoauszüge, Selfie mit Ausweis wurden nicht akzeptiert angeblich sind nicht alle 4 Seiten von den Karten zu sehen. Dann habe ich wieder Tage gewartet und habe wieder andere Fotos davon gemacht dort hieß es ein adressnachweis fehlt, habe ich gestern wieder los geschickt von Müllgebühren wo Name Adresse und Datum drauf stand plus noch von meiner Rentenversicherung ein Brief keine Ahnung ob es denen denn jetzt passt

Dear Jochenisda,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Jochenisda,

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,
Katarina
Casino.Guru