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I have been playing on the site for about 3 months without any issues, but now when it's time for a withdrawal, there is a problem.

I was denied the second step of the verification, the address format, and now I can't submit any more files because I have exceeded the number of attempts. I submitted: an electricity bill, an order receipt, tax declaration, and a payslip—none of which worked. Now I want to submit a certificate of residence printed from the tax agency, which should show everything they need, but unfortunately, I can no longer upload files! (See attached image)

The website states that their support is available 24/7, but they haven't responded in 14 hours and I still can't attach my file, which is a certificate of residence from the tax agency that should resolve the issue 🙂. I hope they give me another chance to upload files because I am stuck with 9200 euros and haven't cashed out anything. I am afraid the money will be removed/deleted if I don't play soon. Do you have any tips? Do you know what rules apply? Will the money be lost if I don't play? What can I do?

I have also sent an email to their support for the second time without a response.

I hope you have a solution or more insight than I do, thanks.

Jag har spelat på sidan i cirka 3 månader utan problem, men nu när det är dags för en utbetalning så är det strul.

Jag blev nekad 2a steget av verifikationen, adress formatet, och nu går det inte att skicka in mer filer eftersom att jag har överskridit antal försök, Jag skickade in: Elräkning, Beställning och skattedeklaration samt lönespecifikation inget utav de funka, men nu vill jag skicka in Personbevis utskrivet från skatteverket vilket borde visa allt de vill ha, men kan tyvärr inte skicka inte filer längre! ( Se infogad bild )

Det står på hemsidan att deras support är tillgänglig 24/7 men de har inte svarat på 14 timmar och jag kan fortfarande inte bifoga min fil som jag vill, där det är personbevis uttaget från skatteverket vilket borde lösa problemet 🙂. Hoppas på att de ger mig en till chans att skicka in filer då jag är fast med 9200 euros och inte cashat ut något alls, är rädd att pengarna tas bort/raderas om jag inte spelar snart, har ni något tips? Vet ni vilka regler som gäller? Går pengarna bort om jag inte spelar? Vad kan jag göra?

Har även skickat email till deras support för 2a gången utan svar.

Hoppas ni har någon lösning eller mer koll än mig, tack.

Dear SwedishG33,

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 specify when you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any response from the casino about the verification?

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, 

Dominika

Casino.Guru

Hello!

I got a reply today at 10.00 where they asked me to send files that I think can help through hotmail/email instead, have now done that, let's see what happens now, if it solves the problem. I sent in the Identity Card as well as the Folkbokföring in English that I printed out from the tax office's website, which should be more than enough, but we'll see 🙁

Status - Awaiting response.

Hej!

Jag fick svar idag kl 10.00 där de bad mig skicka filer som jag tror kan hjälpa genom hotmail/email istället, har nu gjort det, får se vad som händer nu, om det löser problemet. Skickade in Personbevis samt Folkbokföring på englelska som jag skrev ut från skatteverkets sida, vilket borde vara mer än tillräckligt, men vi får se 🙁

Status - Inväntar svar.

Have now received a reply again, was approved when I sent the above files (identity card).

Now trying to make a withdrawal, should take 1-3 days according to the website.

Har nu fått svar igen, blev godkänd när jag skickade ovanstående filer (personbevis).

Testar nu att göra ett uttag, borde ta 1-3 dagar enligt hemsidan.

Dear SwedishG33, thank you for the information provided.

Please keep us updated regarding the withdrawal.

Dear SwedishG33,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.