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Good day, ladies and gentlemen. I received a bonus from the aforementioned casino and fulfilled the wagering requirements. Afterwards, I wanted to withdraw the winnings. For weeks, nothing happened. When I contacted support, they said it was a verification process. I uploaded the documents several times, and then they were eventually accepted. Once all the documents were accepted, they then requested a Skrill statement. However, I never made the deposit via Skrill (at the time, I didn't even have a Skrill account; I created one later hoping there might be a transaction history, but there wasn't). The deposit was made via Paysafe but processed through Skrill. I have the deposit receipt, which I submitted, but it was rejected. So, basically, the issue is the verification process, which is failing, and that's why the withdrawal cannot be processed. I hope for a positive outcome and thank you in advance. Kind regards, Divna M.

Guten Tag sehr geehrte Damen und Herren. Ich habe dem besagten Casino einen Bonus gehabt, den umgesetzt. Danach wollte ich diesen Betrag auszahlen. Wochenlang ist nichts geschehen, als ich mal den Support kontaktiert habe, hiess es Verifikation. Mehrfach die Dokumente hochgeladen, und dann wurden sie irgendwann mal akzeptiert. Als dann alle Dokumente akzeptiert wurden, verlangten sie dann einen Skrillauszug. Ich habe die Einzahlung jedoch gar nie über Skrill getätigt (zu dem Zeitpunkt, hatte ich gar keinen Skrill-Account, habe nachträglich einen erstellt in der Hoffnung dass es evt eine Transaktionliste gibt, gab es aber nicht). Die Einzahlung wurde über Paysafe getätigt jedoch via Skrilll abgewickelt, die Quittung von der Einzahlung habe ich, die habe ich auch eingereicht, wurde jedoch abgelehnt. Also im Grunde geht es um die Verifikation welche nicht klaplt und die Auszahlung deswegen nicht ausgeführt werden kann. Ich hoffe auf ein positives Ergebnis und Danke Ihnen im voraus. Liebe grüsse Divna M.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any PDF statements from Paysafe that would show all the transactions you made in August, not just the one deposit you made into this casino? If so, have you tried sending this transaction statement to the casino for verification?
• Does your transaction statement contain all the personal information necessary to verify that you are the owner of the account used to deposit money into this casino?
• Have all your other documents been approved during KYC?

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

Hello, I made a deposit using the 16-digit code, and this was the only deposit I made at this casino. I always deposited using the 16-digit code and not a Paysafe account, as I don't have one. Yes, everything else was accepted: a photo of both sides of my ID card, a bank statement, proof of address, and a selfie with my ID card. Now, the only thing missing is something I can't provide, as I didn't have a Skrill account at the time. It was a deposit of CHF 25.

Thank you in advance.

Best regards

Guten Tag, ich habe über den 16stelligen code einbezahlt, und diese Einzahlung war die einzige welche ich getätigt habe bei diesem Casino. Ich habe generell mit dem 16stelligen Code und nicht mit einem Paysafeaccount einbezahlt, da ich keinen Paysafeaccount habe. Ja soweit wurden alle anderen Dinge akzeptiert. Bild von der Identitätskarte beidseitig, einen Kontoauszug, einen Adressnachweis und ein Selfie mit der Identitätskarte. Jetzt fehlt nur noch etwas was ich nicht haben kann, da ich keinen Skrillaccount hatte zu dem Zeitpunkt. Es war eine Einzahlung von 25 CHF

Ich danke Ihnen im voraus

Liebe Grüsse

Do you have any receipts confirming that you bought this 16-digit voucher and used it for depositing into this casino? Moreover, please forward me all the communication between you and the casino customer support regarding the issue with the verification of your deposit at veronika.f@casino.guru. Thank you for your cooperation.

It's been 4 months already, and unfortunately I no longer have the receipt. I will send you the email exchanges by email.

Thank you

Kind regards

Es ist bereits 4 momate her, den kaufbeleg habe ich leider nicht mehr..ich werde Ihnen per Email die verläufe der Emails senden

Vielen dank

Liebe Grüssr

Hello Divna54,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Divna54

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Good day, dear Veronika, I thank you and the Casinoguru team for the work you do.

Kind regards

Divina

Guten Tag sehr geehrte Veronika, ich danke Ihnen und dem Casinoguru Team, für die Arbeit die sie leisten.

Freundliche Grüsse

Divna

Dear Divna54,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Neon54 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Good evening Samuel, I'm also happy to meet you virtually and would like to thank you for your work. No, I checked, the status is still the same: a Skrill statement is required for verification even though I didn't use that payment method at all, but rather Paysafecard, which was somehow processed through Skrill. I sent Veronika the receipt for the transaction, which I received immediately after the deposit.

I hope it gets sorted out as soon as possible.

Thank you in advance, thank you for advocating for me regarding my problem.

I wish you a nice evening.

Best regards

Guten Abend Samuel, ich freue mich auch virtuell kennenzulernen und möchte erstmal Danke sagen für die Arbeit die sie leisten. Nein ich habe es abgecheckt, der Stand ist noch gleich, dass ein Skrillauszug nötig ist für die Verifizierung obwohl ich diese Zahlungsmethode gar nicht verwendet habe, sondern Paysafecard welches irgendwie über Skril abgewickelt wurde, von der Transaktion liess ich Veronika die Quittung zukommen welche ich direkt nach der Einzahlung erhalten habe.

Ich hoffe es klärt sich so schnell wie möglich.

Ich danke Ihnen im voraus, danke dass sie sich für mich einsetzen fûr mein Problem.

Ich wünsche ihnen einen Schönen Abend.

Liebe Grüsse

Dear Divna54,

Thank you for contacting us!

In order to complete your verification, we need you to provide us with Paysafecard transactions history for August 2025.

Once provided, we will check further the verification of your account.

Best regards,

Neon54.com

I only have the deposit receipt that I received after making the deposit via Skrill.

The deposit was made using a 16-digit Paysafecard code. I don't have a Paysafecard account, so there's no transaction history I can send.

The deposit can be verified using the receipt and the Skrill transaction information.

I will send them to you and upload them to the casino, even though I have already done it several times.

Best regards

Ich habe nur die Quittung der Einzahlung, die ich nach der Einzahlung über Skrill bekommen habe.

Die Einzahlung wurde mit einem 16-stelligen Paysafecard-Code durchgeführt. Ich habe kein Paysafecard-Konto und es gibt daher keine Transaktionshistorie, die ich schicken könnte.

Die Einzahlung kann anhand der Quittung und der Skrill-Transaktionsinformationen überprüft werden.

Ich werde Ihnen die zukommen lassen und hochladen auf dem Casino, auch wenn ich es jetzt bereits mehrfach gemacht habe.

Liebe Grüsse

Dear Neon54 Casino Team,

thank you for your response and for joining this complaint. I appreciate your cooperation and the clarification regarding the verification requirements.

Dear Divna54,

thank you for the additional explanation and for clarifying how the deposit was made. I understand that the Paysafecard was purchased in a physical store and used via a 16-digit code, without a registered Paysafecard account, which limits the availability of a standard transaction history.

Neon54 Casino Team,

given the above, I would kindly ask you to clarify how this situation can be resolved in practice. If the player does not have a Paysafecard account and therefore cannot provide an official transaction history, please advise:

• whether the Paysafecard deposit receipt, together with the Skrill transaction confirmation, can be accepted as sufficient proof, or
• if there is an alternative verification method that would allow the player to complete verification in such cases.

Providing clear guidance on how players who used Paysafecard vouchers purchased in retail stores can complete verification would help move this case forward and avoid further confusion.

I will await your clarification and thank you both for your cooperation.

Dear All,

We are investigating further with the relevant department and will be back with an update in the nearest time possible.

Your patience and understanding is highly appreciated!

Best regards,

Neon54.com

Dear Divna54,

thank you for your patience.

At this moment, we are waiting for Neon54 Casino to complete their internal review and provide a clear update on how your Paysafecard deposit can be verified given the circumstances you explained. Once the casino responds with further instructions or confirmation, I will inform you here immediately.

Thank you for your cooperation - I’ll continue monitoring the case.

Dear All,

We would like to clarify with you that the proof of deposit is accepted.

However, we found out that the customer's Skrill / Paysafe account was used on another account, therefore we need to make sure who is the owner behind the Skrill account. For this purpose, an additional document was requested from the customer and once provided, it will be checked and we will be back with new information.

Best regards,

Neon54.com

Good day,

I have now uploaded the last document requested by Neon containing the Skrill information (name, address, phone number).

I noticed, however, that my second last name wasn't entered correctly in Neon. I just wanted to leave this as a heads-up so it can be taken into account during further processing.

Thank you for your support.

Guten Tag,

das letzte von Neon angeforderte Dokument mit den Skrillinformationen (Name, Adresse, Telefonnummer) habe ich nun hochgeladen.

Mir ist allerdings aufgefallen, dass bei Neon mein zweiter Nachname nicht korrekt übernommen wurde. Ich wollte dies nur als Hinweis hinterlassen, damit es bei der weiteren Bearbeitung berücksichtigt wird.

Vielen Dank für Ihre Unterstützung.

Hello Divna54,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

thank you for the update, Divna54.

Neon54 Casino, the player has confirmed that the last requested Skrill document has been uploaded. I kindly ask you to review it and let us know whether everything is now in order and when the case can be completed.

Thank you for your cooperation.

Hey Divna54,

We would like to inform you that your account is completely verified now and you can proceed with withdrawing your active balance.

We hope this clarifies the matter for you!

Best regards,

Neon54.com

Hello everyone,

thank you, Neon54 Casino, for the update and confirmation.

Divna54, please let us know whether you have already requested a withdrawal and if everything is proceeding smoothly with your funds.

Good day everybody

I requested the first withdrawal of €500 yesterday and the second of €500 today. Both withdrawals are still pending. I will make the third withdrawal tomorrow.

Thank you in advance for processing the payments.

Best regards

Divina

Guten Tag zusammen

Ich habe gestern die erste Auszahlung beantragt von 500 und heute die 2te von 500. Die 2 Auszahlungen sind noch hängig. Morgen werde ich noch die 3te Auszahlung tätigen.

Vielen Dank im voraus für die tätigung der Auszahlungen.

Liebe Grüsse

Divna

Hello Divna54,

thank you for the update. Please let us know once there is any change with the withdrawals.

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

Dear Divna54,

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,

Samuel