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Hello. I withdrew €60. I was playing with a bonus, then canceled the bonus and withdrew. This is possible at the casino. I uploaded all the K/D verification and it was accepted. Then I uploaded proof of address. Rejected. Twice. Then I went to the town hall in my city. I bought a registration certificate for €9, which is the best way to prove your address in Germany. And they rejected it? How can that be? It has the stamp and signature of my city on it. Anyone who would just Google it would know that this is proof of address in Germany. Since my rent includes utilities, I don't have to pay for electricity or anything like that. My landlord pays for that. I went to the town hall specifically for this. And they won't pay me?

Hallo. Ich habe 60 Euro ausbezahlt. Mit bonus gespielt. Den abgebrochen und ausbezahlt. Das ist bei den Casino möglich . Kyc alles hochgeladen und akzeptiert. Dann adresnachweis schicke ich hoch. Abgelehnt. Zweimal. Dann gehe ich zum Rathaus in meiner Stadt. Hohle für 9 Euro eine meldebescheinigung . Was in Deutschland das beste ist was es gibt um seine Adresse nachzuweisen. Und die lehnen es ab? Wie kann sowas sein. Da ist Stempel und die Unterschrift von meiner Stadt drauf . Jeder der mal googel würde wüsste das das in Deutschland der adressnachweis ist. Da ich in meiner Miete inklusive bezahle habe ich kein Strom oder so zu bezahlen. Das zahlt mein Vermieter. Ich gehe extra zum Rathaus. Und die bezahlen mich nicht?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MadCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• How were you informed about the rejection of the documents?
• Were you in contact with the casino support regarding the issue?
• Could you please share with me your communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

Madcasino has now verified. Thank you for your help.

Madcasino hat jetzt verifiziert. Danke für ihre Hilfe

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Kann geschlossen werden

Dear wennert,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru