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The casino is making the withdrawal process for over €800 unnecessarily complicated through an endless verification process.

So far, I've sent 12 high-quality photos with the requested information for verifying my identity:

Selfie with ID and handwritten account number on a piece of paper

Initially, my photos were rejected because the information on the ID was blurry. Then, the photos with my driver's license (larger text) were rejected because it was not an accepted form of ID.

The verification process takes up to 24 hours each time, so I have to wait another day every time I attempt a new submission.

Das Casino macht die Auszahlung über 800€ durch einen endlosen Verifizierungsprozess unnötig kompliziert.

Mittlerweile habe ich 12 qualitativ hochwertige Fotos mit den von ihnen gewünschten Angaben zur Verifizierung meiner Person geschickt:

Selfie mit Ausweis und auf Zettel handgeschriebener Kontonummer

Zuerst wurden meine Fotos abgelehnt, da die Angaben im Ausweis verschwommen dargestellt waren, danach wurden Fotos mit meinem Führerschein (grössere Schrift) abgelehnt, da es kein von ihnen akzeptiertes Ausweisdokument war.

Der Verifizierungsprozess dauert jeweils bis zu 24h, daher muss ich immer wieder einen Tag warten bis ich einen neuen Versuch starten kann.

Dear thomasbeschwerde,

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

• Is the verification of your ID the only obstacle in completing the verification process? Were your other documents accepted?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear thomasbeschwerde,

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.

Good day,

I had requested withdrawals of over €3,000. However, I had to verify my account first, which took about a week. After that, I could only request partial withdrawals of €200 each, which could take up to two weeks to be paid out.

While I was waiting, I lost the money I had requested for withdrawal. Since the amount of €3000 was not deducted directly from my account, I am requesting a subsequent refund of this sum. I accumulated the amount without the help of a bonus. The account has now been verified.

Best regards

Guten Tag,

Ich hatte Auzalhungsbeträge von über 3000 € in Auftrag gestellt. Allerdings musste ich zuerst mein Konto verifizieren, was bereits ca. 1 Woche in Anspruch genommen hat. Danach konnte ich nur gestückelte Auszahlungen über jeweils 200 € beantragen, deren Auszahlung bis zu 2 Wochen dauern konnte.

Während meiner Wartezeit habe ich das für die Auszahlung beantragte Geld verspielt. Da der Betrag von 3000 € nicht direkt vom Konto abgezogen wurde, verlange ich eine nachträgliche Rückvergütung dieser Summe. Den Betrag habe ich ohne die Hilfe eines Bonuses angesammelt. Das Konto wurde mittlerweile verifiziert.

Freundliche Grüsse

Could you please share screenshots of your withdrawal history and your active balance?

Do I understand correctly the 3000€ weren't played down?

Share screenshots here, or send the information to my email at tomas@casino.guru

Yes exactly… here is just one example:

Ja genau… hier nur ein Beispiel:

Could you please share your communication with the casino, including your refund request and response from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear thomasbeschwerde,

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.

I am still waiting for withdrawal requests from August 13, 2024. They have not even been processed yet. The amounts are still in my account balance.

ich warte nach wie vor auf Auszahlungsanfragen vom 13.08.2024. Sie wurden bisher noch nicht einmal bearbeitet. Die Beträge sind nach wie vor auf meinem kontoguthaben.

Could you please indicate what is your current balance in the casino and which withdrawal requests have been processed so far?

Thanks for your response.

Dear thomasbeschwerde,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.