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On March 3, 2025, I tried to withdraw my winnings. Then it took forever for anything to happen, and what felt like a month later, the money was back in my account, with the explanation that my bank had supposedly rejected it. After that, I had to verify my identity, and then I noticed that my old address was still listed in the system. I changed it about two weeks ago. Since then, I've just been told to be patient, that it can supposedly take up to 28 days, even though they initially said the process would take a maximum of one to two days.

Am 03.03.2025 hab ich versucht meinen Gewinn auszuzahlen. Dann hat es ewig gedauert bis sich was getan hat und gefühlt 1 Monat später war das Geld wieder auf meinem spielkonto drauf mit der Begründung meine Bank hätte es angeblich abgelehnt. Danach musste ich mich verifizieren, da ist dann aufgefallen das meine alte Adresse noch im System eingetragen ist, diese habe ich vor ca. 2 Wochen ändern lassen, seit dem werde ich nur vertröstet das ich mich gedulden soll, das es angeblich bis zu 28 Tage dauern kann obwohl es am Anfang hieß der Vorgang dauert maximal 1-2 Tage.

Dear Assei279,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Now I have to verify my account, which in itself isn't a problem, but since my old address was still listed there and not the new one, it was rejected. It's been at least two weeks since I submitted the request, but nothing has happened. Suddenly they said it can take up to 28 days to change an address, I've never heard of that before. At the beginning they said a maximum of 24-28 hours and now it's like this. Every other casino adjusts things like this straight away. These long waits are not normal, I have the feeling that customer support is just putting me off but no one there is really helping me. The proof of payment is also constantly rejected, for whatever reason.

Jetzt soll ich mein Konto verifizieren was ja an sich kein Problem darstellt, da aber noch meine alte Adresse dort angegeben war und nicht die neue wurde es abgelehnt. Jetzt ist es bestimmt schon 2 Wochen her wo ich den Antrag gestellt habe, es passiert aber nichts. Auf einmal wurde jetzt gesagt das es bis zu 28 Tage dauern kann eine Adresse zu ändern, sowas habe ich noch nie gehört. Maximal 24-28 Stunden hieß es am Anfang und jetzt so. In jedem anderen Casino wird sowas gleich angepasst. Diese langen Wartezeiten sind nicht normal, ich hab das Gefühl das man mich im Kundesupport nur vertröstet aber helfen tut dir dort keiner wirklich. Der zahlungsnachweis wird auch ständig abgelehnt warum auch immer.

I've already sent all the documents. With paysafecard, however, they want my name and the deposit from March 13, 2025. I can't get that on a photo, so I have to send it separately, but it always gets rejected. And my residence card keeps getting rejected too, because they haven't updated my old address to the new one for at least three weeks. Apparently, it's taking 27 days, which is strange. In a reputable casino, this would normally happen immediately, or at least promptly, but not in four weeks. Their support team isn't helpful either, as no one addresses my problem.

Ich habe schon alles an Dokumenten hingeschickt. Bei paysafecard wollen die aber das mein Name plus Einzahlung vom 13.03.2025 gesendet bekommen. Das bekomme ich aber einzeln nicht auf ein Foto, somit muss ich das separat senden, wird aber immer abgelehnt. Und bei dem Wohnsitz wird es auch ständig abgelehnt da man meine alte Adresse schon seit locker 3 Wochen jetzt nicht an die neue anpasst. Angeblich dauert es jetzt 27 Tage, was schon komisch ist. In einem seriösen Casino geht sowas eigentlich sofort oder zumindest zeitnah aber keine 4 Wochen. Der Support hilft einen dort auch nicht weiter, da keiner auf meine Problem eingeht.

Since the beginning of March, I've been chasing my money there, trying in vain to withdraw it. My proof of payment is constantly being rejected. I don't know what else to send it. What they expect is that I can't process my payment with paysafecard, since I used it to deposit money. Screenshots of the deposit are also constantly being rejected.

Seit Anfang März lauf ich dort meinem Geld hinterher und versuche vergebens auszuzahlen. Mein Zahlungsnachweis wird auch ständig abgelehnt, ich weiß nicht was ich den noch schicken soll, das was die erwarten ist über paysafecard nicht umzusetzen da ich damit eingezahlt hatte. Screenshot der Einzahlung wird auch ständig abgelehnt.

Dear Assei279, I wanted to check in and ask if your profile details—especially your address—have been successfully updated by the casino?

Also, do you have any updates regarding your withdrawal or verification status?

I've been waiting for over three weeks for my address to be changed, and still nothing has happened. It's unbelievable. Support isn't helping either; they just keep giving me blunt answers.

Seit über 3 Wochen warte ich das man meine Adresse umändert, da hat sich nach wie vor noch nichts getan, es ist unglaublich. Der Support hilft einen auch nicht weiter immer nur stumpfe Aussagen.

My proof of payment was rejected again, probably because the site couldn't change my address. The proof of payment also shows my new address, not my old one. I'm starting to feel like the site's been ripped off.

Mein zahlungsnachweis wurde auch wieder abgelehnt, sicher weil es die Seite nicht schafft meine Adresse umzuändern. Auf dem zahlungsnachweis ist ja auch meine neue Adresse drauf und nicht die alte. Langsam komme ich mir verarscht vor von der Seite.

After 25 days, my address still hasn't been changed to my new one, G***. Their supposed 28-day deadline is up in 3 days. After that, I'll file a fraud report—it's that simple. Everything's starting to get very mysterious. I can't understand the positive reviews there. They constantly put you off in live chat, but they don't address the customer's problems; they just keep you waiting. That's not customer service.

Nach 25 Tagen ist meine Adresse immer noch nicht umgeändert in meine neue die G***. In 3 Tagen ist den ihre angebliche Frist von 28 Tagen vorbei. Danach werde ich eine Anzeige wegen Betrug stellen ganz einfach, langsam ist alles sehr mysteriös, ich kann die gute Bewertung dort nicht verstehen. Ständig wird man vertröstet im Live-Chat aber auf die Probleme der Kunden geht man nicht ein, man wird nur hingehalten. Das ist kein Kundenservice.

Dear Assei279, could you please let me know if any changes have occurred after the 28-day period has now passed?

Additionally, could you kindly share your communication with the casino regarding the address change and document verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Today is day 29, so they've essentially violated a data protection agreement. I've been told several times that it's a maximum of 28 days, but the address hasn't been updated. I'm starting to see this as a case of fraud, as I'm constantly being put off and kept waiting. Support eventually stops responding, which I find absolutely outrageous. After all, I'm entitled to the money. My account has been verified for days, and I haven't heard anything wrong again, but nothing's happening.

Heute ist Tag 29 also haben sie an sich eine Datenschutzvereinbarung verletzt. Man hat mir öfters mitgeteilt das es maximal 28 Tage sind, immer ist die Adresse nicht aktualisiert worden, für mich ist das langsam schon ein Betrugsfall da man ständig nur vertröstet und hingehalten wird. Der Support schreibt einen irgendwann nicht mehr zurück, das finde ich eine absolute Frechheit. Mir steht das Geld schließlich zu. Mein Konto ist an sich seit Tagen verifiziert, kam nicht einmal wieder das etwas nicht passt aber es tut sich nichts.

Thank you very much, Assei279, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I hope so too, and I thank you very much for your support. I try every day, but I just can't get any further.

Ich hoffe es auch, ich danke ihnen recht herzlich für ihre Unterstützun. Jeden Tag Versuch ich es aber ich komme einfach nicht weiter dort.

Dear Assei279,

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 Mr Bet 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 what happened with the update of his address?

Thank you in advance for providing the information.

What this site is doing, day after day, is just ridiculous. There's no proper communication. They just try to stall and then simply stop writing. I've never experienced anything like this before. First it was supposed to take 48 hours, then 28 days—how long will it take now? Unbelievable.

Es ist einfach Tag für Tag nur noch lächerlich was die Seite abzieht. Da kommt keine ordentliche Kommunikation zustande. Man versucht einen nur hinzuhalten und schreibt dann einfach nicht mehr zurück sowas habe ich noch nie erlebt. Erst sollte es 48 Stunden dauern dann 28 Tage, wie lange denn jetzt noch. Unfassbar.

I submitted the application myself on March 31, 2025, so the deadline has passed, but they always twist it to suit their needs. This is simply gambling fraud. And should be prosecuted. I've never heard of a 28-day deadline for a change of address at a reputable casino. 😂

ich selber habe den Antrag am 31.3.2025 gestellt also ist die Frist verstrichen aber die drehen es sich immer so das es ihnen passt. Das ist einfach nur Glücksspielbetrug. Und müsste rechtlich belangt werden. Noch nie in einem seriösen Casino von Fristen für eine adressänderung von 28 Tagen gehört 😂

I totally understand your frustration Assei279 and hopelessness!

However, as our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..

I thank you very much for your support.

Ich danke ihnen sehr für ihre Unterstützung.

Dear Martina,

previously the user's residential address in the documents differed from the address in the profile, he was requested to change his address. Today it was completed, for this reason the verification was also successful and the withdrawal was processed from our side.

Thank you for your patience and co-operation. In case of questions we will be glad to help you.

Luckily, everything has finally been resolved, and now I'm happy. Thank you so much for your help.

Hat sich endlich ein Glück geklärt alles, jetzt bin ich happy. Vielen Dank für ihre Hilfe.

Dear Assei279,

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,

Martina Bennett

Casino.Guru