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Hello, the casino wants proof of my deposit (Apple Pay). I've already sent it three times, but they keep rejecting it.

Hallo, dass casino will einen Nachweis meiner Einzahlung. (ApplePay) ich habe diese bereits 3.mal gesendet, aber sie lehnen es immer ab.

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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.

Please understand that verifying the payment method is a standard part of KYC. The casino needs to confirm that the funds used for your deposit belong to you before processing your withdrawal.

• When did you last submit the bank transaction record and the card photograph to the casino?
• What specific reason did the casino give for rejecting your documents? Please forward the rejection messages and any further instructions to veronika.f@casino.guru, mentioning complaint 233178.
• Have any of your identity documents been approved by the casino?

For any further card photographs you submit for your verification, please conceal the middle card digits and the security code.

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 Daniel19990815,

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