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Hello, about six months ago I withdrew 300-350 euros without any problems via Skrill. However, since last Friday, I have been waiting for my withdrawal as they asked for verification, and I have submitted everything. Except for one document, which was rejected due to the address. I have now sent a bank statement. I assumed I was verified. It's really sad 😢 I wanted to contact you because it's been a week and the verification is still not completed.

Hallo, vor ca. Halben Jahr habe ich 300 350euro ohne Probleme über skrill ausbezahlt. Aktuell seit letzten Freitag warte ich auf die Auszahlung man wollte Verifizierung hab ihnen alles übergeben. Bis auf 1 Dokument wurde abgelehnt wegen adresse . Habe nun Kontoauszug übermittelt. Ich ging davon aus ich bin verifiziert. Echt traurig 😢 ich wollt mich schon mal bei euch melden weil seit 1 woche ist nicht mal Verifizierung abgeschlossen.

Dear SlS500, 

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? 

Could you please clarify why your proof of address was rejected? It’s important that the document you provided matches the address you registered in your player account as your official address of residence.

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Everything is identical. I first sent them a booking notification in PDF from the bank with my address listed. I replaced it with a bank statement on Wednesday and since then it has been checked again.

Otherwise passport + selfie and screenshots of my skrill and paysafe account.

As far as I know, everything was accepted except the address.

Last time I sent my bank statement was on Wednesday. The last email again says "we are checking your documents".

Thank you and kind regards

Alles ist identisch. Hatte ihnen zuerst buchungsmitteilung in PDF von der bank geschickt wo meine adresse angegeben ist. Habe es am Mittwoch mit Kontoauszug ersetzt seit dem wird es wieder überprüft.

Sonst Pass + selfie und Screenshots von meiner skrill und paysafe konto.

Bis auf adresse wurde alles akzeptiert wie ich weiss.

Zuletzt am Mittwoch eben Kontoauszug übermittelt. In der letzten Mail steht wieder "wir überprüfen ihre Dokumente".

Danke und liebe Grüße

Thank you for providing me with more detailed information. Before we proceed with the complaint, please forward me the document that has not yet been verified at veronika.f@casino.guru along with all the communication between you and the casino that could be relevant to the investigation of your case. We appreciate your patience and cooperation.

Dear SlS500,

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.

Hello, thank you for the quick response.

The casino has now paid after ages.

Hallo Dankeschön für die schnelle Rückmeldung.

Das Casino hat nun nach ewigen Tagen bezahlt.

Dear SlS500,

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, 

Veronika Fritz 

Casino.Guru