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I've been waiting for over two weeks now to make my remaining €800 withdrawal. According to the site, my account needs to be verified for that, which is understandable. However, I was previously able to withdraw €500 without any problems.

When I asked further how long the verification would take, I never received a direct answer other than that the department would take care of it and answer my request as quickly as possible.

So every time it's the same thing: I should be patient.

However, I had submitted incorrect documents beforehand, which the site criticized after about half a day.

I then immediately submitted the correct information.

For the past two weeks, people have been telling me this over and over again, but it's starting to get annoying.

hope this all gets cleared up quickly.

Seit nun mehr als 2 Wochen warte ich drauf meine restliche auszuzahlung von 800€ zu machen dafür muss allerdings laut der Seite mein Konto verifiziert sein was auch verständlich ist. zuvor konnte ich jedoch 500€ ohne Probleme abheben.

auf weitere nachfrage wie lange die Verifizierung noch dauern soll kam nie eine direkte Antwort außer das die Abteilung sich drum kümmert und meine Anfrage schnellst möglich beantwortet.

jedes Mal also wieder das gleiche ich soll mich gedulden.

allerdings wurden vorher von mir falsche Unterlagen eingereicht was die Seite nach knapp einem halben Tag bemängelte.

darauf hin habe ich umgehen die richtigen Sachen eingereicht.

seit 2 Wochen wird einem immer wieder das selber erzählt aber langsam nervt es.

hoffe das sich das ganze schnell klärt.

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 which incorrect documents you provided to the casino for verification? Do they contain any information that differs from the personal details in your casino profile?
• Have any of your documents been checked and approved by the relevant department?
• When was the last time you submitted documents to the casino for verification?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

I had to send in a bank statement again because apparently not everything from the payment month was there, and a picture with my ID card in my hand + 1 picture with the page in the background (I've never had anything like that before).

Nothing has been fully checked yet and the status is still under review since 02.07

I submitted the last documents around July 5th or 6th.

No personal information has changed from what I have provided.

Erneut einsenden musste ich ein Kontoauszug da wohl nicht alles von dem Zahlungsmonat vorhanden war und eine Bild mit perso in der Hand + 1 Bild mit der Seite im Hintergrund (sowas hatte ich noch nie).

es wurde bis jetzt noch nichts fertig geprüft und der Status steht immer noch auf wird überprüft seit dem 02.07

die letzten Dokumente habe ich ca am 05.07 oder 06.07 eingereicht.

keine persönlichen Daten sind abgeweicht von dem was ich angegeben habe.

Please forward me the documents you sent to the casino for additional verification, along with the casino's most recent responses at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Lukas.287,

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.

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

Dear Lukas.287,

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