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After repeatedly uploading various documents, my payout is constantly being canceled and a new document is requested, even though all documents have already been confirmed.

Nach mehrerem Hochladen von diversen Dokumenten wird meine Auszahlung ständig storniert und ein neues Dokument angefordert, obwohl schon alle Dokumente bestätigt wurden.

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Dear WaldiWaldvieh,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• How many times have you submitted these documents?
• Can you provide the exact reasons given for the repeated cancellation of your payout?

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

Petra

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

Dear WaldiWaldvieh,

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,

Petra