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Ladies and Gentlemen

I moved and sent all the required documents to Joocasino. These were also confirmed by my VIP manager.

Changing the new residential address was only possible after repeated requests to support.

which has not happened so far.

For this reason, I cannot make a payment. Withholding funds is embezzlement and is called FRAUD.

Dear Casino Guru Team, as a last resort before I have to take further steps, I am asking for your help.

Kind regards

protector24

Sehr geehrte Damen und Herren,

ich bin Umgezogen und habe alle gewünschten Dokumente an das Joocasino gesendet. Diese wurden auch von meiner VIP Managerin bestätigt.

Nur nach mehrmaligem Anfragen an den Support die neue Wohnadresse zu ändern,

was bis jetzt nicht geschehen ist.

Aus diesem Grund kann ich keine Auszahlung machen. Das Festhalten von Geldern ist eine Unterschlagung und nennt man BETRUG.

Liebes Casino Guru Team bitte ich Sie als letzte Chance,bevor ich weitere Schritte einleiten muss, Sie um Hilfe

Freundliche Grüße

protector24

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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.

• Could you please specify whether the address in your casino account had been successfully verified before you changed your residence?
• When exactly did you change your residential address?
• Have you informed the casino that your residential address has changed and requested that the personal information in your casino account be updated?
• Could you please confirm which country you currently reside in and which country was listed in your casino profile previously?
• Do you have any official documents confirming the change of your address (for example, your previous proof of residence and your new proof of residence)?

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

Hello Veronika,

Thank you very much for your feedback.

1.) Yes, I have received several payouts.

Received. Never been a problem.

2.) On March 3, 2026, I went to the Krefeld town hall to apply for a new identity card, as my old one had expired. I received an officially recognized temporary identity card confirming my identity and residential address.

3.) I have repeatedly informed support and my VIP manager via email about this, requesting that it be changed. To this day, it has not been changed.

4.) I live in Germany and have specified Germany in my player account from the beginning.

5.) A change of address certificate as well as an invoice from my energy supplier are available.

These documents can be sent to you in a separate email.

Kind regards

Benedetto

Hallo Veronika,

vielen Dank für deine Rückmeldung.

1.) Ja, habe ja auch mehrere Auszahlungen

erhalten. War nie ein Problem.

2.) Am 03/03/2026 war ich beim Rathaus der Stadt Krefeld um meinen Personalausweis neu zu beantragen.Da dieser abgelaufen ist. Hier habe ich einen amtlich anerkannten vorläufigen Personalausweis erhalten, der meine Identität sowie meine Wohnadresse bestätigt.

3.)Mehrfach habe ich den Support wie auch meine VIP Managerin per E-Mail darüber in Kenntnis gesetzt mit der Bitte diese zu ändern.Bis heute ist dies nicht geändert worden.

4.)Wohne in Deutschland und habe von Anfang an im Spielerkonto Deutschland angegeben.

5.) Eine Ummeldebescheinigung wie auch eine Rechnung von meinem Energieversorger sind vorhanden.

Diese Dokumente können in einer separaten E-Mail Dir zu gesendet werden.

Freundliche Grüße

Benedetto

Please forward me the communication between you and the casino customer support regarding your request to change the residential address at veronika.f@casino.guru. Kindly include the documents you sent to the casino for verification as well. Thank you for your cooperation.

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

Dear protector24,

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