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Hello, I'm having trouble verifying myself at this casino

I have already uploaded a picture of my bank card and a screenshot of my bank statement, which I converted into a PDF.

The verification process keeps failing and I don't know exactly which documents I should upload next.

I really enjoy playing at this casino. But I would really like to cash out my winnings. Can you possibly help me with that?

Hallo, ich habe leider Probleme, mich bei diesem Casino zu verifizieren

Ich habe bereits ein Bild von meiner Kontokarte und einen Screenshot, welchen ich in einem PDF umgewandelt habe, von meinem Kontoauszug hochgeladen.

andauernd bricht die Verifizierung ab und ich weiß nicht genau, welche Dokumente ich noch hochladen soll.

Ich spiele sehr gerne bei diesem Casino. Ich würde aber sehr gerne den Gewinn ausgezahlt bekommen. Können Sie mir da eventuell helfen?

Hello,

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.

• Do I understand correctly that verifying your deposit or deposit method seems to be the issue here?
• Have you provided any other documents to verify your identity, and have they all been approved?

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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I definitely understand the proof of address issue. I was told in the chat that screenshots of my bank statement are not accepted, so I have requested an original bank statement from my bank, which I will upload as soon as I receive it.

The problem still persists with verifying the deposit method. I used Apple Pay and am now unsure which documents I need to upload. Could you please help me with this?

Das mit dem Adressnachweis habe ich auf jeden Fall verstanden, man sagte mir im Chat, dass Screenshots nicht angenommen werden von meinem Kontoauszug und daher habe ich von meiner Bank ein Original des Kontoauszuges beantragt, welches ich, sobald ich dieses erhalten habe hochladen werde

Das Problem besteht nach wie vor bei der Verifizierung der Einzahlung Methode, ich habe Apple Pay verwendet und bin mir jetzt nicht sicher, welche Dokumente ich hier für hochladen muss. Können Sie mir da eventuell bei helfen?

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.

Dear bastifantasti88,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru