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It's impossible for me to verify myself. I've uploaded letters from my health insurance company, government agencies, my phone provider, my ID card, and payment information. But they simply won't verify my account.

Es ist für mich unmöglich mich zu verifizieren. Ich habe Briefe von der Krankenkasse, Behörden, Telefonanbieter, Personalausweis sowie Zahlungsinformationen hochgeladen. Aber sie wollen mein Konto einfach nicht verifizieren.

Dear denyo123,

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 takes KYC lightly, and it might take a few working days to complete this thorough process.

• 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?
• Have any of your documents been approved and verified?

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

Best regards,

Veronika

I provided my ID card, a selfie with my ID, and screenshots of my payment methods, and these documents were accepted. However, they failed to verify my proof of address.

A bill from our telephone provider, a bill from my health insurance company, or even a letter from the government or the responsible district are simply not accepted.

Ich habe meinen Personalausweis, Selfie mit Ausweis und meine Zahlungsmethoden mit Screenshots belegt und diese Dokumente wurden auch akzeptiert. Sie scheitern aber an der Verifizierung des Adressnachweises.

Eine Rechnung unseres Telefonanbieter, eine Rechnung meiner Krankenkasse und auch ein Brief von der Regierung bzw. dem zuständigen Landkreis wird einfach nicht akzeptiert.

Has the casino explained why the documents you provided were deemed unacceptable as proof of address?

Can you confirm that the documents you sent contained all the personal information necessary to verify your address?

Please forward me all communication between you and the casino regarding the verification of your account to veronika.f@casino.guru.

Thank you for your cooperation.

I sent it earlier.

Habe ich vorhin abgeschickt.

Thank you for the email. Could you also please forward me the documents you sent to the casino as your proof of address that have not been approved? (veronika.f@casino.guru)

I've now managed to get it working with a different document. The process was absolutely terrible. The payout was now successful.

Ich habe es jetzt mit einem anderen Dokument hinbekommen. Absolut schrecklich wie das dort ablief. Auszahlung war nun erfolgreich.

Dear denyo123,

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,

Veronika Fritz

Casino.Guru