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I won. What joy! It didn't last long, though. Verification went relatively smoothly, even though I had to use the chat the first time. After the first withdrawal request, things started to work.

New documents are constantly being requested. Something is always wrong. Documents are first approved, only to be rejected by the finance team.

and then comes the question about a selfie with ID document.

I feel like I've had to write to support countless times, and I keep getting requests for patience. This and that need to be checked.

It all looks like a tactic to keep the player waiting, as he might gamble away the money again or give up in frustration.

After reading some reviews on Trustpilot, there seems to be a method to this.

Ich habe gewonnen. Welche Freude. Diese währte allerdings nicht lange. Verifizierung funktioniert relativ problemlos. Auch wenn ich da schon das erste Mal den Chat bemühen musste. Nach der ersten Auszahlungsanfrage ging es los.

ständig werden neue Unterlagen verlangt. Immer wieder passt etwas nicht. Dokumente werden erst genehmigt um dann vom Finanzteam abgelehnt zu werde.

und dann kommt die Frage nach einem Selfie mit Ausweisdokument.

gefühlt habe ich schon x mal mit dem Support schreiben müssen und erhalte immer wieder die Bitte um Geduld. Dieses und jenes müsse überprüft werden.

Es sieht alles sehr nach Taktik aus, den Spieler hinzuhalten, denn möglicherweise verspielt er das Guthaben wieder oder gibt frustriert auf.

Nachdem ich einige Bewertungen auf trustpilot gelesen habe scheint dies leider Methode zu haben.

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 take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Since when are you attempting to withdraw your winnings?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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.

I've been trying to withdraw for 12 days. I'm happy to send all the necessary documents by email.

I went through the verification process on the first day of the withdrawal. After that, the bank kept asking for a different document. When everything was as requested, the withdrawal was canceled, and a selfie with ID was requested. Now I'm waiting again. The constant waiting to see if a document is correct or not takes days.

You only get evasive answers in the chat. And if you get upset, you're kept in the queue forever.

Ich versuche seit 12 Tagen abzuheben. Gerne sende ich alle notwendigen Unterlagen per Mail.

ich habe die verifikation am ersten Tag der abhebung durchlaufen. Danach wurde immer wieder ein anderes Dokument von der Bank verlangt. Als alles so war wie gewünscht wurde die abhebung wieder storniert und ein Selfie mit Ausweis verlangt. Jetzt warte ich wieder. Durch die ständige Wartezeit ob ein Dokument passt oder nicht vergehen Tage.

man bekommt aus dem Chat auch nur ausweichende Antworten. Und regt man sich auf wird man ewig in der Warteschlange gehalten.

Payment number 1 was made today. I'm still missing three more, which I have to apply for first.

Auszahlung Nummer 1 ist heute erfolgt. Fehlen jetzt noch drei weitere die ich aber erst beantragen muss

Please close complaint

Bitte Beschwerde schließen

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

Dear upanddown73,

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,

Tomas