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I verified my identity with this casino before my first deposit using my ID card, a selfie, and proof of address. After my third deposit, I won something and wanted to withdraw my winnings. The chat support stated a processing time of three days, and the casino asked me to upload my ID card again for verification. I did so immediately. Since the processing status remained unchanged for days, I contacted them via chat and email several times. Today, four days have passed, and my withdrawal has still not been processed. For the first three days, the casino only mentioned a three-day processing time; after three days, they started saying that the finance department was overloaded.

Bei diesem Casino hatte ich schon vor der ersten Einzahlung mit Personalausweis, Selfie und Adressnachweis verifizieren. Nach der dritten Einzahlung habe ich etwas gewonnen und wollte auszahlen lassen. Chat sprach von Bearbeitung innerhalb von 3 Tagen und das Casino wollte, dass ich meinen Personalausweis noch einmal für die Verifizierung hochlade. Ich habe es sofort getan. Da der Bearbeitungsstatus tagelang unverändert geblieben ist, habe ich mehrmals gechattet und E-Mails verschickt. Heute ist bereits 4 Tage vergangen und meine Auszahlung nicht bearbeitet. 3 Tage lang hatte das Casino nur von 3 Tage Bearbeitungszeit gesprochen, nachdem 3 Tage vergangen war, begann es davon zu sprechen, dass die Finanzabteilung ausgelastet sei.

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Dear rkk_66,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Have you provided any other documents? Has the casino approved any of them?
• Has the casino indicated any issues with approving any specific documents or details?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

After threatening to file a complaint with Casino Guru and writing today that I had submitted one, things have finally started moving. Suddenly, my money was refunded to my account, and this time they requested many more documents. I have uploaded these as well.

My ID card was "Under Review" for 4 days, now it shows verified.

The many other files relating to bank account, Skrill, and proof of address are now under review.

I received an email asking me to upload additional documents. It stated that there would be a quick verification process that would only take a few minutes.

Nothing has happened for 2 hours.

I fear that the casino is trying to delay things again by 3-4 days.

Nachdem ich mit einer Beschwerde auf Casino Guru gedroht und heute geschrieben habe, dass ich eine Beschwerde eingereicht habe, ist es jetzt Bewegung gekommen. Plötzlich wurde mein Geld wieder auf mein Konto zurückgebucht und diesmal viele weitere Dokumente verlangt. Ich habe auch diese hochgeladen.

Mein Personalausweis stand 4 Tage "Under Review", jetzt zeigt es verifiziert.

Die anderen viele Dateien bezüglich Bankkonto, Skrill, Adressnachweis stehen jetzt als "Under Review".

Ich hatte eine E-Mail bekommen, die mich zu Hochladen der weiteren Dokumente fordert. Da steht, es wird eine schnelle Verifizierung wird und nur ein paar Minuten dauern würde.

Seit 2 Stunden nix passiert.

Ich fürchte, dass das Casino damit wieder 3-4 Tage zu verzögern versucht.

After another three days, the casino only verified my identity with a selfie and ID. At the same time, my withdrawal was cancelled and the money was credited to my player account.

It is obvious that the casino is trying to delay the payout for as long as possible.

I received another email asking me to upload the documents, even though I had uploaded all the documents 3 days ago.

Das Casino hat nach weiteren 3 Tagen nur Selfie mit ID verifiziert. Gleichzeitig wurde meine Auszahlung storniert und das Geld auf Spielerkonto gebucht.

Es ist offensichtlich, dass das Casino versucht, die Auszahlung möglichst lange zu verzögern.

Ich bekam wieder eine E-Mail, die mich zum Hochladen der Dokumente auffordert, obwohl ich alle Dokumente vor 3 Tagen hochgeladen hatte.