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I successfully verified myself with all documents in December.

I was assured that I would receive my money more quickly in the future.

Now, half a year later, I have to verify myself again with bank statements, etc.

In my opinion, this is purely a delaying tactic.

All I get from support is always the response: please be patient.

Ich habe mich bereits im Dezember erfolgreich mit allen Unterlagen verifiziert.

Mir wurde versichert, dass ich in Zukunft mein Geld schneller erhalten werde.

Nun ein halbes Jahr später muss ich mich erneut mit Kontoauszügen etc verifizieren.

Meiner Meinung nach wird hier eine reine Verzögerungstaktik angewandt.

Vom Support erhalte ich immer nur die Aussage: bitte um Geduld.

Dear r44jszh27j,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you, could you please provide clarification on the following questions:

• What specific documents is the casino asking you to provide now?
• Have you provided any additional documents to the casino for verification? If so, please specify when exactly you sent the last one.
• When was the last time the casino communicated with you regarding the additional verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello,

The last time they requested all the documents was in December.

Bank statement, registration form, passport photo, etc.

Afterwards I received a message saying that I was verified and no longer needed to provide any documents.

Since then I have not had to provide any further documents.

I only played slots, no sports betting and no live casinos

Hallo,

das letzte mal haben sie im Dezember alle Unterlagen angefordert.

Kontoauszug, meldezettel, passfoto etc.

danach habe ich die Meldung erhalten ich seie verifiziert und müsse keine Unterlagen mehr bereit stellen.

seit dem habe ich keine weiteren unterlagen mehr hur Verfügung stellen müssen.

ich habe lediglich an slots gespielt, keine Sportwetten und keine Live Casinos

Hello,

I have once again received the rejection of my documents, I uploaded the correct bank statement and it was rejected again

Hallo,

ich habe wiedereinmal die Ablehnung meiner Dokumente bekommen, ich habe den Korrekten Kontoauszug hochgeladen und er wurde wieder abgelehnt

A bank statement with my transfer, my IBAN and my name is required.

I have attached the bank statement, where everything is visible.

I don't know what else to do, I always get the same answer.

"We need a bank statement showing the transfer and your first and last name.

Es wird ein Kontoauszug mit meiner überweisung, meinem iban und meinem Namen gefordert.

ich habe den Kontoauszug im Anhang übermittelt, dort ist alles ersichtlich.

Ich weiß nicht was ich noch machen soll, ich bekomme immer die gleiche antwort..

"wir brauchen einen Kontoauszug auf dem die überweisung und ihr vor und Nachname ersichtlich ist.

Thank you very much, r44jszh27j, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear r44jszh27j,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

Please be informed that the player successfully completed the verification process on 2025-06-24. Currently, there is an active withdrawal of €2,000.00 pending. As per our withdrawal policy, payouts are processed in installments of €5,000 per week.

The next scheduled payout date is 2025-06-30. We kindly ask for your patience, as the withdrawal is being processed in accordance with these limits.

Dear r44jszh27j,

please keep us informed when you receive your funds.

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

Dear r44jszh27j,

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,

Jana