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I had been banned from the casino and I successfully reopened my account. Before I was banned, I had fully verified my account and had successfully made a few withdrawals. Now, as soon as I opened it, I deposited 150 euros and it turned into 2000. I go to withdraw and it asks me again for a photo to keep my ID, even though I had given it in the past and it was approved. I have sent more than 10 high-resolution photos and they reject them and I cannot withdraw. The money is not from a bonus nor is there any condition. They simply do not verify my account.

Είχα κάνει αποκλεισμό από το καζίνο και ξανά άνοιξα το λογαριασμό μου με επιτυχία. Είχα κάνει πριν κάνω αποκλεισμό πλήρη ταυτοποίηση του λογαριασμού μου και είχα κάνει και μερικές αναλήψεις με επιτυχία. Τώρα μόλις το ανοιξα κατέθεσα 150 ευρώ και τα πήγα 2000 πάω να κάνω αναληψη και μου ζητάει πάλι φωτογραφία να κρατάω την ταυτότητα μου ενώ είχα δώσει στο παρελθόν και είχε εγκριθει. Έχω στείλει πάνω από 10 φωτογραφίες υψηλής ευκρίνειας και μου της απορρίπτουν και δεν μπορώ να κάνω αναληψη. Τα χρήματα δεν είναι από μπόνους ούτε υπάρχει κάποια προϋπόθεση. Απλά δεν επαληθεύουν τον λογαριασμό μου.

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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.

• Could you please forward the most recent photos you submitted to the casino for verification to veronika.f@casino.guru?
• Have you ensured that your photographs meet the required criteria—that they are clear, easily readable, in the correct format, and that all four corners of your ID are visible?
• Has the casino specified why your photographs could not be approved? If so, please include the most recent messages you received from the casino regarding this matter.
• Have you been asked to provide any additional documents for the verification of your account?

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