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I deposited €200 one after the other and continued to play. With my last €20, I won €230 and wanted to withdraw it. However, I had to verify my account and identity. I have submitted all the necessary documents many times, but they were repeatedly rejected. I tried to get information from support, but they couldn't help me, and now I don't know what to do next.

Ich hatte 200€ nacheinander eingezahlt und immer wieder mit gespielt mit meinen letzten 20€ habe ich 230€ Gewonnen und wollte diese Auszahlen... Jedoch musste ich mein Konto bzw Identität bestätigen. Ich habe oftmals alle Nötigen Dokumente eingereicht jedoch wurden sie immer wieder abgelehnt, ich habe probiert über den Support infos zu erhalten jedoch, konnte der mir nicht helfen und nun weiß ich nicht weiter.

Dear Jaixi,

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 you sent 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,

Kristina

I submitted my identity card and it was accepted...

The next step was to verify the address, so I took a bank statement from my bank and tried to use it as verification, but it was rejected several times. In support I found out that bank statements from online banks are not accepted. I was asked to please send a bill from a utility company, as I still live with my parents, I don't have one, but apparently there is no other option or none is offered to me. Then I had to verify the payment. I sent everything I could send, but none of it was accepted. In the pictures, as requested, there was my card with my name and card number, as well as a screenshot showing the transfer (deposit). Both documents were also rejected several times...

Ich habe meinen Personalausweis eingereicht der auch Akzeptiert wurde…

Der Nächste schritt war die Adresse zu Verifizieren, ich habe also eine Kontoauszug von meiner Bank genommen und versucht ihn als Verifikation zu benutzen jedoch wurde dieser mehrfach abgelehnt, im Support habe ich erfahren, dass Kontoauszüge von Online Banken nicht akzeptiert werden. Ich solle bitte eine Rechnung von einem Versorgungsunternehmen schicken, da ich noch bei meinen Eltern wohne, habe ich sowas nicht aber anscheinend gibt es keine weiter Möglichkeit oder es wird mir keine Angeboten. Dann sollte ich noch die Zahlung Verifizieren ich habe alles geschickt was ich schicken kann oder habe es wird nix von dem Aktzeptiert. Auf den Bildern war wie gewollt Meine Karte mit Name und Kartennummer sowie ein Screenshot der die Überweisung ( Einzahlung) zeigt beide dokumenten wurden auch mehrmals abgelehnt…

Thank you very much for your reply, Jaixi. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jaixi,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.