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Hello, I won a few hundred euros and wanted to withdraw in Bitcoin. I verified my identity, my ID was accepted, but my selfie was rejected with the explanation that it wasn't the same person. My passport photo is over four years old, and I now have longer hair and a medical condition that has changed my appearance. My account was then blocked the next day, and a few hours later it was unlocked so I could log in, but I can't play any games or anything (so it's still blocked). I'm still not passport-verified, even though I explained everything to support. Now they're demanding proof of all my deposits, including my name, which is impossible since I've always deposited using cryptocurrency via a trusted wallet. Please help me access my winnings/withdrawal. Thank you for your help.

Hallo, ich hatte ein paar Hundert Euro gewonnen und wollte in Bitcoin auszahlen, ich habe mich dann Verifiziert, Ausweis wurde akzeptiert und mein Selfie dann abgelehnt mitbete Begründung es sei nicht die gleiche Person. Mein Passfoto ist mehr als 4 Jahre alt und ich habe mittlerweile länger Haare und eine Krankheit deswegen ich im Gesicht etwas anderes aussehe. Mein Konto wurde dann einen Tag später gesperrt, dann paar Stunden später ist es wieder frei das ich mich einloggen kann aber keine Spiele oder so mehr spielen kann (also irgendwie immer noch gesperrt) und ich bin immer noch nicht Pass Verifiziert obwohl ich das den Support alles erklärt hatte und nun wollen sie zusätzlich vonallen Einzahlungen einen Nachweis mit Namen usw. haben, was aber nicht möglich ist da ich immer mit Krypto Währung mit einer Trust Wallet eingezahlt habe. Bitte helfen sie mir an meinen Gewinn/Auszahlung zu kommen. Vielen Dank für ihre Hilfe

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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.

If anything seems suspicious, contact us directly.

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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.

• Could you please forward me the selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

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

Hello, I successfully wagered a €21 deposit bonus and then continued playing with the money I had already wagered. I honestly can't remember if I only played with bonus money or real money; I think it was a mix of real deposited money and the deposit bonus, both activated simultaneously. The photos show the games where I won the most. I sent you the selfie via email.

Hallo, ich hatte einen 21€ Einzahlungensbonus umgesetzt erfolgreich und dann noch weiter gespielt mit den schon umgesetzten Geld. Ich weiß ehrlich nichtmehr ob ich damals nur mit Bonus Geld oder mit echtgeld erspielt habe ich glaube es war ein Mix mit echten eingezahlten Geld und den Einzahlungsbonus beides gleichzeitig aktiviert. In den Fotos sehen sie die Spiele wo ich am meisten gewonnen hatte. Das Selfie habe ich ihnen per e-mail geschickt.

Thank you for your reply and for providing the selfie.

Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.

Could you please send me a clear photo of your ID as well?

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.

I just did that 👍

Das habe ich gerade gemacht 👍

Hello Jakkiz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jakkiz;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru and please send copy of the ID and requested photo to this email as well.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Hello Karla, I've now sent you the documents (ID card and selfie with it) again. I've also already sent everything to your colleague Veronika by email. Thank you very much for your hopefully successful assistance with this matter.

Hallo Karla, die Dokumente Personalausweis und Selfie damit habe ich ihnen jetzt auch nochmal geschickt. Ihre Kollegin Veronika habe ich das auch schon alles zugesendet per e-Mail. Vielen Dank für Ihre hoffentlich erfolgreiche Hilfe bei der Angelegenheit

Dear Jakkiz,

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,

Karla Mayfly

Hello Jakkiz,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinmacho Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Jakkiz,

In line with our standard KYC verification process, additional verification of your account is required.

In order to proceed, please provide proof of deposit for the transaction made on 2026-02-24 at 20:28:10 UTC.

Please ensure that the full hash code is visible, along with the date, time, and amount. Kindly note that screenshots from blockchain explorers cannot be accepted, as this information is publicly accessible. The documentation should be uploaded directly from your cryptocurrency wallet.

If you have any further questions or require assistance, please let us know.

Dear Lucia,

We have sent you an email with additional information. Please review it at your earliest convinience.

Best regards,

Spinmacho Casino

Hello, here's a screenshot from my PC showing the Trustwallet. A full transaction hash is only visible in the Blockchain Explorer because the hash is far too long. It's always displayed in a shortened form in any wallet. Please keep this in mind. The transaction number is the only way to verify a Bitcoin transaction.

Here is my screenshot again (I just uploaded it to Spinmacho) and the transaction number:

b04d98194ddaa54a107e920b2b11ce208cc07035cadd640029e0c8c3a08bb4a8

I still have the problem that my ID card was accepted, but my selfie was rejected. What's the current status?

Hallo, hier ist der Screenshot von meinen PC aus der Trustwallet. Eine vollständige Transaktionen-Hash ist nur im Blockchain-Explorer sichtbar, da die Hash viel zu lang ist. Wird sie immer in egal welcher Wallet verkürzt angezeigt. Die ist bitte zu berücksichtigen. Die Transaktions Nummer ist das einzige entscheide bei einer Bitcoin Transaktion um sie zu prüfen.

Hier ist mein Screenshot nochmal ( habe ihn gerade bei Spinmacho hochgeladen) und die Transaktionsnummer:

b04d98194ddaa54a107e920b2b11ce208cc07035cadd640029e0c8c3a08bb4a8

Ich habe dennoch das Problem das mein Personalausweis anerkannt wurde aber mein Selfie abgelehnt wurde. Was ist da jetzt stand der Dinge?

Dear Lucia, my deposit slip was rejected immediately. I deposited via a TrustWallet using Bitcoin at this casino. There's no username on the wallet; the screenshot should be sufficient. But it was just rejected. I'm increasingly suspecting that this is some kind of underhanded tactic by the casino to make withdrawals as difficult as possible, or even impossible.

Liebe Lucia, mein Einzahlungsnachweis wurde direkt abgelehnt. Ich habe über eine TrustWallet mit Bitcoin bei diesem Casino eingezahlt. Dort gibt es keinen Namen m, der Screenshot aus der Wallet sollte reichen. Wurde aber gerade abgelehnt. Ich vermute immer mehr das es sich hierbei um irgendwelche schlechten Methoden von Casino handelt, die Auszahlung so schwer wie möglich oder garnicht zu veranlassen.

Dear casino representative,

Thank you for your message and for clarifying the situation.

Dear Jakkiz,

I have sent you an email requesting additional information. Could you please check your inbox at your earliest convenience? Thank you very much for your cooperation.

Dear Jakkiz,

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,
Lucia
Casino.Guru