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Dear Guru Team,

This casino doesn't want to verify me. They require a statement with only card transactions. However, my bank, *KLARNA*, only issues account statements with all transactions. For this reason, they don't want to verify me.

The card transactions are still reflected on this statement, it's just a little more work. It's truly a disgrace how they treat customers, dragging everything out.

They don't want to pay out! That's truly a disgrace.

Sehr geehrtes Team von Guru,

dieses Casino möchte mich nicht verifizieren. Sie verlangen einen Auszug mit ausschliesslich den Transaktionen der Karten. Meine Bank *KLARNA* gibt jedoch ausschlieslich Kontosauszüge mit allen Transaktionen heraus. Aus diesem Grund möchte man mich nicht verifizieren.

Die Transaktionen der Karten sind auf diesem Auszug genauso zu finden, es ist nur ein wenig mehr Arbeit. Es ist wirklich eine Zumutung wie man mit Kunden umgeht. Und alles in die Länge zieht.

Man will nicht auszahlen! Dass ist wirklich eine Frechheit.

Hello,

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?
• Could you please provide the exact date of your initial verification request?
• Do I understand correctly that verifying your bank statement seems to be the only issue? Has the casino approved the rest of your documents?  

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi, thanks for the quick reply

I made the first verification request last Thursday, and it's been a back and forth since then.

My ID, selfie with ID and proof of address were approved.

Now there are only two documents left: proof that I own the card, which I'll get done. And a statement with only the transactions made with the card.

However, I can only provide one statement with all transactions. So it's the same thing, just more work.

They refuse every time. And the customer service is really bad and has no interest in helping at all.

Hi, danke für die schnelle Antwort

Die erste verifizierungsanfrage habe ich letzten Donnerstag gestellt, seit dem ist das ein bin und her.

Mein Ausweis, mein Selfie mit Ausweis und mein Adressnachweis wurden genehmigt.

es geht nun nur noch um 2 Dokumente, einmal den Nachweis dass ich Eigentümerin der Karte bin, dass werde ich noch hin bekommen. Und einen Auszug mit ausschließlich den Transaktionen die mit der Karte getätigt wurden.

Ich kann aber nur einen Auszug mit allen Transaktionen bereitstellen. Es ist also dasselbe darauf nur mehr Arbeit.

jedes Mal lehnen sie das ab. Und der Kundenservice ist wirklich schlecht und hat überhaupt kein Interesse zu Helfen.

I sent the last documents yesterday, and they were rejected again. For the third time.

Ich hab die letzten Dokumente gestern gesendet, die auch wieder abgelehnt wurden. Das dritte Mal.

I would like to provide this document, but my bank simply does not offer this.

ich würde dieses Dokument gern zur Verfügung stellen, aber meine Bank bietet dies einfach nicht an.

Hello,

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 lara06,

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