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I won 5000 euros through betting slips and casino games, and now I need to complete a KYC process. Everything is going smoothly except for the address verification. I've been sending my pay slip or tax assessment notice for verification every day since October 13th, yet it gets rejected each time, causing a delay in the payout.

Ich habe 5000 euro durch Wettschein und casino spiele gewonnen, jetzt muss ich eine Kyc durchführen alles klappt super außer Adressen Verifizierung, schicke schon seit dem 13.10 jeden Tag meine Lohn Abrechnung als Verifizierung oder mein Steuerbescheid schein, trotz allem wird es jedes mal abgelehnt und somit die Auszahlung verzögert wird

Dear IK4114,

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 take 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?
• Do I understand correctly that everything has been approved except for the proof of address?

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

Best regards,

Kristina

Yes, everything was approved except for proof of address and I sent my pay slips and the tax notice from the employment agency and from my tax advisor where you can read my address and my name. After contacting support several times, it still didn't help. Every time, just before an answer, they supposedly have a "shift change" and someone else sits down again in my chat and no one can help me. I can't upload new documents or it won't be accepted.

Ja alles wurde genehmigt außer Adressen Nachweis und, ich habe jeweils meine Lohn Abrechnung geschickt, und jeweils vom Agentur für arbeit geschickt und von mein steuerberater den Steuerbescheid wo Mann meine Adresse und mein Namen alles lesen kann, nach Öfteren Kontakt mit dem Support hat es immernoch nichts gebracht jedes Mal kurz vor einer Antwort haben sie angeblich „schichtwechsel" und jemand anderes setzt sich wieder hin zu mein Chat, und keiner kann mir helfen weder kann ich neue Dokumente hochladen oder es wird nicht akzeptiert

Thank you very much for your reply, IK4114. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear IK4114,

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.