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Hello,

I've been trying to withdraw 601 for five days. Unfortunately, I couldn't upload the required documents directly to my account because the feature wasn't working. As an alternative, I was advised to send them to support via email.

I sent the documents to support as instructed, but I keep getting a response telling me to upload them to my account. When I then point out in the chat that this isn't possible, I'm asked to wait for a response from support. However, support replies again with a request to upload them to my account.

I don't understand how my casino account cannot be verified even though you have already received my documents.

I urgently need help with this problem.

Thank you very much and kind regards.

Hallo,

seit fünf Tagen versuche ich, 601 auszahlen zu lassen. Leider konnte ich die erforderlichen Dokumente nicht direkt auf meinem Konto hochladen, da die Funktion nicht funktionierte. Als Alternative wurde mir geraten, sie per E-Mail an den Support zu senden.

Ich habe die Dokumente wie angewiesen an den Support geschickt, erhalte aber immer wieder die Antwort, dass ich sie auf meinem Konto hochladen soll. Wenn ich dann im Chat darauf hinweise, dass dies nicht möglich ist, werde ich gebeten, auf eine Antwort vom Support zu warten. Der Support antwortet jedoch erneut mit der Aufforderung zum Hochladen auf das Konto.

Ich verstehe nicht, wie mein Casino-Konto nicht verifiziert werden kann, obwohl Sie meine Dokumente bereits erhalten haben.

Ich benötige dringend Hilfe bei diesem Problem.

Vielen Dank und freundliche Grüße.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and provide you with the assistance you need, could you please answer the following questions:

• Do you experience any error messages or pop-ups when you try to upload your documents via the account? Can you post a screenshot here?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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Thank you for your patience, and stay safe.

Problem with document submission Thank you for your feedback. I have already discussed the problem with the document upload in the chat. Screenshots were requested there and these were also provided in the chat. Attempts to upload the documents were unsuccessful using various methods: • Chrome browser: Error message during upload. • Samsung/Google: Taking a photo directly and attempting to upload also resulted in error messages. • PDF files: Converting to PDF and the subsequent upload attempt were also unsuccessful. • PC: Attempting to upload the documents via the PC also failed with error messages. Following instructions from the chat, I then sent the documents to the support team via email. After 72 hours, I received a request to upload my ID. I sent my driver's license again via email. 24 hours later, I was asked to upload all the documents to my account. This process has now dragged on for a week without success. The chat keeps referring to me being contacted via email. All required documents have already been sent to the support team via email: • Driver's license • Proof of address • Bank statement • Photo of bank details • Crypto deposit receipt

LG Mike

Problem bei der Dokumentenübermittlung Vielen Dank für Ihre Rückmeldung. Ich habe das Problem bezüglich des Dokumenten-Uploads bereits im Chat besprochen. Dort wurden Screenshots angefordert und diese auch im Chat bereitgestellt. Versuche, die Dokumente hochzuladen, waren über verschiedene Wege erfolglos: • Chrom-Browser: Fehlermeldung beim Hochladen. • Samsung/Google: Direkte Fotoaufnahme und Uploadversuch führten ebenfalls zu Fehlermeldungen. • PDF-Dateien: Die Umwandlung in PDF und der anschließende Uploadversuch waren ebenfalls nicht erfolgreich. • PC: Auch der Versuch, die Dokumente über den PC hochzuladen, scheiterte mit Fehlermeldungen. Auf Anweisung des Chats habe ich die Dokumente daraufhin per E-Mail an das Support-Team geschickt. Nach 72 Stunden erhielt ich die Aufforderung, meinen Ausweis hochzuladen. Ich habe meinen Führerschein erneut per E-Mail gesendet. 24 Stunden später wurde ich aufgefordert, alle Dokumente in meinem Konto hochzuladen. Dieser Prozess zieht sich nun seit einer Woche ohne Erfolg hin. Der Chat verweist immer wieder darauf, dass ich per E-Mail kontaktiert werde. Alle erforderlichen Dokumente wurden bereits per E-Mail an das Support-Team gesendet: • Führerschein • Adressnachweis • Kontoauszug • Foto der Bankdaten • Krypto-Einzahlungsbeleg

LG Mike

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your answer

Today the money was paid out I think they saw the complaint many thanks to the team thank you

Danke für Ihren antwort

Heute wurde das Geld ausbezahlt ich denke sie haben die Beschwerde gesehen vielen dank an das Team danke

Hello,

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.

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Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru