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The payout was rejected on the grounds that my Paypal account was not verified.

I have sent all the necessary documents.

They claim my merchant ID is missing, but I have a personal PayPal account. Therefore, I don't have a merchant ID.

Support says every PayPal account has a merchant ID; I spoke to PayPal on the phone. They confirmed this.

Private account does not have a merchant ID.

I made almost all deposits via Paypal and sent a detailed bank statement from the last six months.

Die Auszahlung wurde abgelehnt, mit der Begründung mein Paypalkonto wäre nicht verifiziert.

Ich habe alle notwendigen Unterlagen hingesendet.

Sie behaupten meine Händler id fehlt, ich habe ein Privatkonto bei Paypal. Somit keine Händler id.

Der Support sagt jedes Paypal Konto hätte eine Händler id , habe mit PayPal telefoniert. Sie bestätigen das

Privatkonto keine Händler id haben.

Fast alle Einzahlungen habe ich mit Paypal gemacht, einen detaillierten Kontoauszug vom letzen halben Jahr gesendet.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have all your documents been approved, apart from the PayPal verification?
• Can you please forward me the documents you sent to the casino for the verification of your PayPal account? My email address is veronika.f@casino.guru. Kindly include all the communication between you and the casino customer support regarding this issue as well.

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

Best regards

Veronika

I have already replied to you by email!

ich habe Ihnen bereits per Email geantwortet!

Dear lise

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello lise,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Dear player,

I am communicating with the casino outside of this thread.

I sent you an email. Please check your inbox.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lise,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia