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Dear Casino Guru Team, I have been trying to verify my account for the past 5 days. Every document I submit gets rejected. I submit the bank statements, and they are simply rejected. I have lost thousands of euros in this casino, and it’s not normal that every document is supposedly unreadable. A year ago, I made a withdrawal of 1000€, and there were no problems, but now it's a complete catastrophe.

Liebes Team von casino guru , ich versuche nun mich seit 5 tage zu verifizieren . Jedes dokument was ich einreiche wird abgelehnt . ich reiche die kontoauszüge ein und sie werden einfach abgelehnt. ich tausende von euros in diesen casino verspielt und es ist doch nicht normal das man jedes dokument angeblich nicht lesen kann . ich hatte vor einem jahr eine auszahlung von 1000€ da gab es keine probleme allerdings jetzt reinste katastrophe .

Dear jasminmachotka,

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

 could you please provide the casino with a bank statement in PDF format? Ensure that it includes all your personal information, such as your name, address, bank account number, and all the transactions made to the casino.

Additionally, has the casino explained why your document has been repeatedly rejected?

When was the last time you communicated with customer support regarding your verification?

Have your other identity documents been approved during KYC?

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

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for the message, dear Veronika. Of course I will send you all the pictures by email. The current status is that the documents were not rejected after 5 minutes but were in processing yesterday afternoon. We'll see what that means.

Danke für die Nachricht liebe veronika , klar sende ich dir die bilder alle per email zu . Momentaner stand ist das die dokumente nicht nach 5 min abgelehnt werden sondern sei gestern nachmittag auf in bearbeitung . Mal schauen was das bedeutet .

Thank you for your reply. Could you please specify if any of your documents have been approved in the meantime?

If you are still experiencing difficulties with your verification, kindly forward me the documents you sent to the casino along with the casino's responses and any other relevant communication at veronika.f@casino.guru. Thank you very much for your patience and cooperation.

Dear jasminmachotka,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.