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Dear Team,

I have been trying for days to withdraw my winnings, but there is always something new during the verification process that doesn't fit. I've had enough because I've submitted all the required documents. I've never experienced anything like this with other casinos. I now only hope that you can help me.

Best regards, Silvia

Sehr geehrtes Team

Ich versuche schon seit Tagen meinen Gewinn ausbezahlen zu lassen,bei der Verifizierung gibt es immer etwas neues,das passt nicht und das.....jetzt reicht es mir,denn ich habe alle erforderlichen Dokumente eingereicht.Ich habe so etwas noch nie erlebt (andere Casinos) jetzt bleibt mir nur noch die Hoffnung,dass Sie mir helfen können.

GLG.Silvia

Dear Stein53,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Are there any discrepancies between the personal information entered during registration and the information on the documents you provided?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello!

I have uploaded all the required documents, I wrote to you via email and attached the documents which I uploaded.

In the meantime, I thank you for your help.

Hallo!

Ich habe alle erforderlichen Dokumente hochgeladen,ich habe Ihnen per E-Mail geschrieben und die Dokumente dazu getan welche ich hochgeladen habe.

Ich danke ihnen einstweilen für ihre Hilfe.

Hello!!

I have left this casino, something so complicated has never happened to me before, thank you for your help. Regards.

Hallo!!

Habe dieses Casino verlassen,so etwas aufwendiges ist mir noch nicht passiert,ich danke ihnen für ihre Hilfe.Glg.

Dear Stein53,

Could you please confirm what happened with your payout?

Was it paid out to your bank account?

May we consider the issue resolved?

Hello!

You can consider the problem solved.

Thank you very much for everything

LG.

Hallo!

Sie können das Problem als gelöst sehen.

Vielen lieben Dank für alles

LG.

Dear Stein53,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru