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I've been trying to start my verification process all day, but I keep getting told that specialists have to handle it. However, the casino itself sent a message right after my withdrawal stating that verification is necessary. Since I've read a lot about this, I'm complaining here now. The last time I contacted the casino's online support, they said no verification was needed. What should I do now? It's more than obvious that this is a delaying tactic.

Ich versuche jetzt schon den ganzen Tag meinen Verifizierungsprozess in Gang zu setzten aber werde immer wieder damit abgespeist des das Spezialisten veranlassen müssen. Aber das Casino selbst hat direkt nach meiner Auszahlung eine Nachricht geschrieben das die Verifizierung notwendig ist. Da ich jetzt schon vieles darüber gelesen habe, beschwere ich mich jetzt schon mal hier. Die letzte Onlinehife vom Casino hat gesagt das keine Verifizierung notwendig ist. Wie soll ich jetzt weiter vorgehen? Es ist ja mehr als offensichtlich das das eine Verzögerungstaktik ist.

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Dear Timbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please answer the following questions?

• How long have you been a player at this casino?
• Do I understand correctly that your withdrawal was not processed because of your missing verification?
• Have you had any successful withdrawals at this casino prior to this?
• Have you tried to submit the verification documents via email, please?

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

Best regards,

Katarina

My first deposit was on February 18, 2021.

Exactly. I kept pestering them until they finally activated it this morning. But I could only photograph my ID and myself. Proof of payment and proof of residence weren't eligible at all. (That's probably just another stalling tactic.)

I haven't had a successful payout yet.

And no, I didn't send the documents by email. I was advised against it.

How should I proceed?

Thanks

Meine erste Einzahlung war am 18.02.21

Genau. Ich habe sie jetzt solange genervt bis sie diese heute morgen freigeschaltet haben. Ich konnte aber nur meinen Personalausweis und mich selbst fotografieren. Einzahlungsnachweise und Wohnungsbestätigung wurden garnicht gefördert. (das wird wieder ein Teil der Verzögerungmasche sein)

Ich hatte noch keine erfolgreiche Auszahlung.

Und nein die Dokumente habe ich nicht per Mail geschickt. Davon wurde mir abgeraten.

Wie soll ich weiter vorgehen?

Danke

Dear Timbo,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Timbo,

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.

Unfortunately, I lost everything again. I was verified the next day. Thank you for your efforts.

Ich hab leider alles wieder verspielt. Ein Tag danach war ich verifiziert. Ich danke Ihnen für die Mühen.

Dear Timbo,

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help. 

All the best,

Katarina