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Hello, after uploading my documents several times, the casino won't pay me my money. They keep telling me to verify my identity and keep making up new things. I need help getting my money.

Hallo, nach mehrfachen hochladens meiner unterlagen zahlt mir das Casino nicht mein Geld aus. Die sagen immer ich soll mich verifzieren und erfinden immer wieder neue Sachen. ichbrauche Hilfe, dass mir einer Hilfe mein geld zu bekommen.

Dear juliangrebe756,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Which of your identity documents have not yet been approved by the casino?
• What documents have you been asked to submit most recently? Did you submit these documents on time and in the correct format?
• When was the last time you uploaded any verification documents to the casino?
• Have you attempted to contact their customer support, and what was their response?

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,

ID documents have already been successfully verified, selfie address and bank account have also been verified.

We need a photo or screenshot of the transaction you made with sofort_extra on May 31, 2025, for the amount of EUR 80.00. Your payment details, name, the transaction amount, and the date and time must be clearly visible. --> I've sent you that too.

I have uploaded documents several times in the last few days.

Customer service has been contacted 36 times so far, but only computer responses are coming back.

In addition, documents that had already been verified were deleted.

Hallo,

Ausweisodkumente wurden bereits erfolgreich verifziert, Selfie Adresse und Bankkonto wurden auch verifiziert.

Wir brauchen ein Foto oder Screenshot der Transaktion am 31.05.2025 über den Betrag von 80.00 EUR, die Sie mit sofort_extra durchgeführt haben. Ihre Zahlungsdetails, name, der Transaktionsbetrag sowie das Datum und die Uhrzeit müssen erkennbar sein. --> auch das habe ich Ihnen geschickt.

Ich habe in den letzten Tagen mehrfach Dokumente hochgeladen.

Der Kundendienst wurde bisher 36x kontaktiert. Es kommen aber immernur Computer antworten zurück.

Zudem wurden bereits verifizierte Dokumente wieder gelöscht.

Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear juliangrebe756,

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.