Lex Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Dear Casino Support Team,

I am writing regarding a payout of €2,000 that I requested and that has not been received in my bank account.

I have already sent you a screenshot showing the incoming and outgoing transactions on my account for the relevant period. However, I am not comfortable sending a full bank statement (PDF) as it contains many private transactions of other unrelated payments. Due to GDPR / data protection regulations, I prefer not to share more personal banking information than necessary.

You have already confirmed that there was a technical issue / failure on the side of your payment service provider. Please note that I have no direct contractual relationship with this payment provider — I only have a relationship with your casino. Despite this confirmation, your team is currently refusing to investigate or resolve the matter without a complete bank statement. Meanwhile, I am still missing €2,000 and my bank has confirmed they cannot take any further action from their side.

I kindly ask you to escalate this case immediately and resolve the missing payout without requiring the full private bank statement. I am happy to provide additional screenshots or limited, relevant information if needed, but I will not send my complete account statement for privacy reasons.

I look forward to your urgent response and a swift resolution.

Best regards,

Stefan W.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue with your missing payout.

We understand your concerns regarding privacy and sharing a full bank statement. At the same time, please note that requesting a bank statement in PDF format is a common procedure, especially in cases where a payment needs to be traced and verified between the casino, payment provider, and your bank.

Please also keep in mind that without sufficient evidence confirming that the payment was not received, the casino may be limited in further investigating the issue with their payment provider.

We recommend cooperating with the casino’s request in a reasonable form so that the case can be properly escalated and reviewed.

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

Dear Austian_Gambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day ,

I've even sent the bank statement as requested by the casino. I followed all the casino's requirements, and each support representative wanted different bank statements from different time periods…

The problem is still not being properly addressed by the casino, and I am still missing €2000 since April 6th.

Guten Tag ,

es wurde mittlerweile sogar der Kontoauszug gesendet wie vom Casino gefordert. Ich habe alle Anforderungen des Casinos gefolgt und jeder Support Mitarbeiter wollte unterschiedliche Kontoauszüge von unterschiedlichen Zeiträumen …

das Problem wird weiterhin nicht ordnungsgemäß vom Casino behandelt und mir fehlen seit 06.04 weiterhin 2000€

I'm supposed to send a different statement every day with a different date!!!

This support is now a joke…

The problem remains unresolved – even though two extracts have already been sent…

Jeden Tag soll ich einen anderen Auszug schicken mit einem anderen Datum !!!

das ist mittlerweile ein Witz vom Support…

Das Problem ist weiterhin nicht gelöst - obwohl bereits nun 2 Auszüge gesendet wurden…

Thank you for your responses.

Have you provided your bank statement in PDF format, covering the required timeframe as requested by the casino?

Kindly forward the most recent bank statement you submitted for verification, along with the latest request from the casino’s customer support regarding the missing transaction investigation, to veronika.f@casino.guru.

I appreciate your cooperation.

Hello,

Yes, I sent two PDF bank statements to support (see email above) with the data agreed upon by support at the time.

This is the first one that was requested by support.

This was then sent

I just can't get any further here...

It's so frustrating, the case is with support and nobody knows what to do.

Hallo,

ja ich habe 2 PdF Kontoauszüge gesendet an den Support (siehe email oben) mit der damals vom Support vereinbarten Daten.

hier der erste der seitens Support angefragt wurde.

dieser wurde dann gesendet

ich komme hier einfach nicht weiter..

es ist so mühsam der Fall liegt beim Support auf und keiner kennt sich aus was zu tun ist.

I even sent another one last week with a complete monthly statement from March 23rd to April 23rd.

Only monthly statements are available as PDFs.

Even that is apparently not enough now!!

Each time, the sent excerpt is insufficient…

Es wurde von mir sogar noch ein weiterer gesendet letzte Woche mit einem gesamten monatsauszug von 23.03-23.04

es sind nur Monatsauszüge verfügbar als pdf

auch das ist nun anscheinend wieder zu wenig !!

jedes Mal reicht der gesendete Auszug nicht…

Dear Austian_Gambler

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Austian_Gambler,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lex Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified and has not received the withdrawal?

Thank you in advance for providing the information.

Dear Player,

Please note that the request for a bank statement is a standard part of the payment investigation process and is intended solely to verify whether the funds were received or not.

This request does not violate GDPR regulations, as the document is requested only for transaction investigation purposes and will be handled in accordance with applicable privacy and data protection policies.

We have also checked the previous communication with the live chat support team and can confirm that earlier you provided only fragments/screenshots of the statement, which unfortunately are not sufficient for the payment provider. They specifically requested a full bank statement in PDF format covering the relevant period in order to verify that the funds were indeed not credited to your account.

Please also note that providing the statement is voluntary. However, without this document, the payment provider may be unable to continue the investigation of the missing withdrawal, as they require confirmation from the bank side that the funds were not credited to your account.

Best regards,

Lex Casino

Dear Austian_Gambler,

once you submit the required document to the casino, please let me know.

Thank you so much in advance

A monthly invoice was even sent, and furthermore, because there was no other way, screenshots of the last monthly statement up to the current day were also provided.

see Appendix !

What is truly outrageous and violates the GDPR is the payment service provider's request for a video that I am supposed to provide!

Quote"

You must provide video evidence of the transfer, showing you launching the banking app or website from the main menu and viewing all transactions for the previously requested period. The recording must be made on a different device. The entire image must be visible in the video.

You can also see the requirement in the appendix.

Between me and the There is no direct contractual relationship with the payment service provider from which an obligation to disclose such sensitive banking and security data could be derived. In particular, there is no legal basis whatsoever that would oblige me to record security-relevant access or verification processes of my online banking via video and transmit them to third parties.

Furthermore, the procedure you are requesting significantly exceeds what is reasonable and required under data protection law. Creating such a video poses considerable risks with regard to data protection, banking secrecy, IT security, and the potential misuse of personal and financially relevant information.

Es wurde sogar eine Monatsrechnung gesendet und des Weiteren weil nicht anders möglich sogar Screenshots vom letzten monatsauszug bis zum aktuellen Tag

siehe Anhang !

was nun wirklich eine Frechheit ist und gegen die DGVO verstößt ist der Wunsch des Zahlungsdienstleisters eines Videos welches ich bereitstellen soll!

Zitat"

Sie müssen einen Videobeweis der Überweisung vorlegen, in dem zu sehen ist, wie Sie vom Hauptmenü aus die Banking-App oder die Website starten und alle Transaktionen für den zuvor angeforderten Zeitraum anzeigen. Die Aufnahme muss von einem anderen Gerät gemacht werden. Im Video muss das gesamte Bild zu sehen sein."

sie sehen die Anforderung ebenfalls im Anhang.

Zwischen mir und dem Zahlungsdienstleister besteht kein unmittelbares Vertragsverhältnis, aus welchem sich eine Verpflichtung zur Offenlegung derart sensibler Bank- und Sicherheitsdaten ableiten ließe. Insbesondere besteht keinerlei Rechtsgrundlage, die mich verpflichten würde, sicherheitsrelevante Zugangs- oder Verifikationsvorgänge meines Online-Bankings per Video aufzuzeichnen und an Dritte zu übermitteln.

Die von Ihnen geforderte Vorgehensweise überschreitet zudem in erheblichem Maße das zumutbare sowie datenschutzrechtlich erforderliche Maß. Die Anfertigung eines solchen Videos birgt erhebliche Risiken im Hinblick auf Datenschutz, Bankgeheimnis, IT-Sicherheit sowie den möglichen Missbrauch personenbezogener und finanzrelevanter Informationen.

Dear Austian_Gambler,

I understand your point of view, however, these requirements are considered a standard procedure within the gambling industry.

Therefore, I would encourage you to provide the casino with all the requested information and documents so the verification process can move forward.

I certainly won't send a video to the casino that shows my bank login details, etc.!

This violates the GDPR and cannot be legally demanded if I have already sent all the extracts as PDF documents!

Ich werde sicher kein Video übermitteln an das Casino das meine Bank Login Daten usw zeigt !

das verstößt gegen die dgsvo und kann rechtlich nicht gefordert werden wenn ich bereits alle Auszüge als PDF Dokumente gesendet habe!

Dear Austian_Gambler,

I understand that this matter is important to you. However, if you are unwilling to provide the casino with the requested information, I am unfortunately unable to assist you further with this case.

As a result, I will be rejecting this complaint.

Thank you for your understanding.