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Hello!

I have won €2400 at the casino, and now they are constantly asking for different things for verification. I'm very frustrated because I have already sent everything 3-4 times as requested! Both by email and directly on the website. Every time they come up with something different, even though everything is clearly visible in the documents. I suspect they don't want to pay out! Please help!

Hallo!

Ich habe bei dem Casino 2400€ erspielt und nun verlangen sie andauernd andere Dinge für die Vertifizierung. Ich bin schon sehr verzweifelt, weil ich alles 3-4 fach hingesendet habe was verlangt wurde! Per Mail und direkt auf der Seite. Jedes Mal kommen sie mir was anderes obwohl alles gut ersichtlich ist in den Dokumenten. Ich vermute, dass sie nicht auszahlen möchten! Bitte um Hilfe!

Dear claudi3110, 

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. 

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? 

Have any of your identity documents been approved during KYC?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

I paid with Skrill Sofortüberweisung and sent the confirmation that I subsequently received by email, as well as the confirmation from the bank, to the casino. At first they said a screenshot was required. Then they wanted a PDF file. Then a screenshot of a computer screen. I even forwarded the confirmation email to the casino. Now they say they need a screenshot of the transfer confirmation where the name, address and email address are visible! I spoke to Skrill on the phone and such a confirmation is impossible!

Hallo!

ich hatte mit Skrill Sofortüberweisung einbezahlt und die Bestätigung die ich anschließend per Mail erhalten habe, sowie die Bestätigung der Bank an das Casino gesendet. Zuerst hieß es, es würde ein Screenshot benötigt. Danach wollten sie eine pdf Datei . Dann einen Screenshot vom Bildschirm eines Computers. Ich habe sogar die Bestätigigungsmail an das Casino weitergeleitet. Nun sagen sie , sie bräuchten einen Screenshot der Transferbestätigung wo, Name, Adresse und Emailadresse ersichtlich ist! Ich habe mit Skrill telefoniert und so eine Bestätigung ist unmöglich!

Now my account has been verified but the withdrawal has been rejected because they don't accept the Skrill confirmation! They are asking for a screenshot of a payment confirmation with my name, address and email address. But I paid by instant transfer and received a normal confirmation. According to Skrill there is no other option. What should I do now? They are asking for the impossible!

Jetzt wurde mein Konto vertifiziert aber die Auszahlung abgelehnt, weil sie die Skrill Bestätigung nicht akzeptieren! Sie verlangen einen Screenshot von einer Zahlungsbestätigung auf der mein Name, Adresse und E Mail Adresse angegeben sind. Ich habe aber per sofort Überweisung eingezahlt und einen normale Bestätigung erhalten . Laut Skrill gibt es keine andere Möglichkeit. Was soll ich jetzt tun? Sie verlangen unmögliches!

Update!

Yesterday I received an email saying that my account had been verified. Today I received an email saying that my withdrawal had been rejected because they needed a selfie of me holding my ID card in my hand and my elbow had to be visible! That's impossible. I'm really starting to get desperate! Please help!!!!

Update!

Gestern hatte ich ein Mail erhalten, dass mein Konto vertifiziert wurde. Heute kam eine Mail , dass meine Auszahlung abgelehnt wurde weil sie ein Selfi brauchen auf dem ich meinen Ausweis in der Hand halte und der Ellbogen muss ersichtlich sein! Das geht unmöglich. Langsam bin ich wirklich verzweifelt! Bitte um Hilfe!!!!

Thank you for keeping me updated. I’m glad to hear that the documents you’ve uploaded so far have been successfully verified.

Please understand that sometimes casinos may request additional documentation as part of their verification process. While I realize this might feel excessive, it is typically a one-time requirement, especially before processing a first withdrawal.

Requesting a selfie with your identity document and your elbow visible is actually a standard procedure in many online casinos. This step helps the casino confirm that the account belongs to the person making the request, ensuring the security of both parties.

Could you please specify if you sent the requested photograph to the casino?

If you encounter any issues with completing this request, feel free to reach out, and I’ll do my best to assist you further.

Hello!

New update: one payout worked after a lot of back and forth. I've been waiting for the second one for 4 days now, customer service keeps putting me off! It's very, very difficult to get your money. I now think I'll never get the second payout!

Hallo!

Neues Update: eine Auszahlung hat funktioniert nach langem hin und her. Auf die zweite warte ich nun schon seit 4 Tagen, Kundendienst vertröstet ständig! Sehr , sehr mühsam zu seinem Geld zu kommen. Glaube mittlerweile die zweite Auszahlung werde ich nie bekommen!

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification, gameplay investigation, payment provider issues, or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

Although the 14-day period has not yet passed, could you please specify if you received any updates regarding your second withdrawal request?

Hello!

Thank you very much, I received the payment yesterday!

Hallo!

vielen lieben Dank, gestern habe ich die Auszahlung erhalten!

Dear claudi3110,

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