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Hello,

When I made my second withdrawal (the first was €1,500), I was asked to verify my identity. Since this is standard practice at almost all casinos, it wasn't a problem.

For the deposit, I used my bank account and a virtual credit card from Klarna.

Richards Casino has been requesting a photo of this credit card since June 12th.

Since the credit card doesn't physically exist, that's difficult... (I'm surely not the only Klarna user)

Despite numerous emails and chats with support, Stampede insists on this photo or a screenshot of the card with name and number (which is also not possible with Klarna).

Since 3 weeks have now passed and despite Klarna's monthly statement, various screenshots of the payments, a photo of the card (taken with my mobile phone), and transaction confirmation from Klarna, I only receive the standard response from support.

Since I can hardly provide a document that doesn't exist (a screenshot of the Klarna chat was also sent to support this statement), I need assistance.

Hallo,

bei meiner zweiten Auszahlung (erste war 1.500€) wurde ich zur Verifizierung aufgefordert. Da das ja bei fast allen Casinos gleich ist, erstmal kein Problem.

Zur Einzahlung hab ich mein Bankkonto und eine virtuelle Kreditkarte von Klarna genutzt.

Richardscasino fordert nun seit dem 12.06 ein Foto dieser Kreditkarte an.

Da die Kreditkarte physich nicht existiert, geht das schlecht... (ich werd ja nicht der einzige Klarna nutzer sein)

Trotz diverser Emails und chats mit dem Support, wird stampede auf diesem Foto beharrt oder einem Screenshot der Karte mit name und nummer ( auch das ist bei Klarna nicht möglich)

Da mittlerweile 3 Wochen vergangen sind und trotz Klarna Monatsabrechnung, diverser Screenshots der Zahlungen, Foto der Karte !!( Foto vom Handy gemacht), transaktionsbestätigung von Klarna bekomm ich nur den Standard zurück vom Support.

Da ich schlecht ein Dokument liefern kann, was nicht existiert (auch zu dieser Aussage wurde ein Screenshot des Klarna Chats gesendet) , benötige ich Unterstützung.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Grml,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with verification.

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.

To better understand the issue, please answer the following questions.

• Could you please confirm that you still have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents are already successful or still pending?

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean