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Hello, my account was closed this morning without explanation. To summarize: I won 650 euros in this casino and wanted to cash it out yesterday, but the attempt was rejected. I was asked to verify my identity with my ID, a selfie, and a written statement, even though I had done that months ago. The picture of me was rejected twice. Then I went into the chat and after a lot of back and forth, the woman in the chat forwarded my picture. She then wrote that everything was fine. Now this morning I received an email saying that my account had been closed by the administration without explanation. I still haven't received the money I'm entitled to. I haven't done anything wrong. Can you help me? Thank you.

Hallo mein account wurde ohne begründung heute früh geschlossen , kurz zum hergang ich hatte in diesem casino 650 euro gewonnen wollte es dann gestern auszahlen lassen abgelehnt ich sollte mich mit meinem ausweis also als selfie und einen schriftstück verriefiezieren obwohl ich das schon vor monaten getan habe das bild von mir wurde 2 mal abgelehnt dann bin ich in dem chat und nach langen hin und her wurde mein bild dann von der frau im chat weiter geleitet sie schrieb dann es wäre alles in ordnung , nun kam heute früh die mail das mein auccunt von der verwaltung geschlossen wurde ohne begründung mein geld habe ich auch noch nicht bekommen was mir zusteht ich habe gegen nichts verstoßen. Können sie mir vielleicht weiter helfen danke.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you received any explanations from the casino regarding the rejection of the photos you submitted for verification?
• Could you please forward me the pictures you sent to the casino most recently for verification at veronika.f@casino.guru?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear duke241276,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika