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My payment keeps being rejected due to a missing bank statement showing a specific deposit date and time. I submitted this statement correctly, tried to withdraw the money again, and this time another statement was requested. Since then, the system has been stuck and nothing can be done.

Mein Zahlung wird die ganze Zeit abgelehnt, aufgrund fehlenden Auszug meiner Bank mit einen bestimmten Einzahlungsdatum, Uhrzeit, diesen habe ich sauber eingereicht, wollte wieder auszahlen lassen und diesmal wurde ein weiterer Auszug wieder verlangt und seitdem steht das System und es geht nicht mehr weiter.

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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 the situation.

• When was the last time the casino contacted you with a verification request?
• Which documents have you provided so far for the verification of your account?
• How many deposits have you made into this casino so far? Have you already submitted bank statements covering all the deposits you made into the casino?
• What types of games did you play to accumulate the winnings you are currently trying to withdraw?

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

Best regards,

Veronika

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

Dear ALEX2712,

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,

Veronika