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I had fully verified myself. Then, among other things, I wagered the deposit bonus and played other games.

Then I requested a withdrawal, which was canceled. The reason given was that I still needed to verify my account by phone.

The first unannounced call appears on my cell phone. All subsequent scheduled calls didn't reach me. I checked with my mobile provider to make sure no numbers are blocked.

The casino blames me (which can't be true). Either the casino entered the wrong phone number or, and I assume this is the case, this is just a delaying tactic on the casino's part.

I can't resolve the issue bilaterally with the casino. I also don't understand how the casino can treat me as stupid.

Ich hatte mich vollständig verifiziert. Anschliessend u.a. den Einzahlungsbonus umgesetzt und sonst noch gespielt.

Dann habe ich eine Auszahlung beantragt, welche storniert wurde. Dies mit der Begründung, dass ich mich noch telefonisch verifizieren müsse.

Den ersten unabgesprochenen Anruf zeigt es mir auf dem Handy an. Bei allen weiteren abgesprochenen Anrufen kam der Anruf nicht zu mir durch. Ich habe mit meinem Mobilfunkanbieter abgeklärt, dass keine Rufnummern blockiert sind.

Das Casino gibt die Schuld mir (was nicht sein kann). Entweder gibt das Casino die falsche Rufnummer ein oder aber, und davon gehe ich aus, ist dies nur eine Hinhaltetaktik seitens Casino.

Ich kann das Problem bilateral mit dem Casino nicht lösen. Ich verstehe auch nicht, wie das Casino einen für so blöd verkaufen kann.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand your situation, please allow me to ask a few questions:

• Have you received any specific information regarding the scheduled calls (such as dates or times)?
• Has the casino informed you that they need to verify your phone number, or have you been asked to make a verification call related to your gameplay or identity information?
• Have all your other personal documents been approved during the KYC process?
• When was the last time the casino contacted you by phone? Was this call scheduled, or did they contact you randomly?

I hope we’ll be able to help you resolve this situation as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

To your questions:

• Not the first call. This is the only one that showed up as a missed call on my cell phone. I was notified of all subsequent alleged calls, but I never received a call (despite the casino's claim).

• After I submitted my withdrawal request, the casino informed me that telephone verification was necessary before I could withdraw.

• Yes, all KYC documents have been approved.

• This was on July 7, 2025. This call was scheduled. We were even on live chat at the same time, where the casino notified me live that it was ringing. But I didn't receive a call. I also didn't block any numbers or anything like that.

Zu Ihren Fragen:

• Beim ersten Anruf nicht. Dies ist der einzige Anruf der mir als verpasster Anruf auf meinem Handy angezeigt wurde. Bei sämtlichen weiteren angeblichen Anrufen wurde ich vorinformiert aber ich erhielt keinen Anruf (obwohl das Casino dies behauptet hat).

• Das Casino hat mich nach meiner erfolgten Auszahlungsanfrage darüber informiert, dass eine telefonische Verifizierung nötig ist bevor ich auszahlen kann.

• Ja alle KYC Dokumente wurden genehmigt.

• Dies war an 07.07.25. Dieser Anruf war geplant. Wir waren sogar zeitgleich im Live-Chat wo das Casino mir live mitgeteilt hat, dass es klingelt. Aber ich erhielt keine Anruf. Auch habe ich keine Rufnummern blockiert oder ähnlich.

Have you checked if the phone number in your account is filled out correctly, including the country prefix?

Could you kindly forward me all the communication between you and the casino customer support regarding the verification of your phone number? My email address is [email protected].

Hello

The issue has been resolved. The payout has now been processed.

I would like to thank everyone involved.

Hallo

Das Problem wurde behoben. Die Auszahlung wurde nun ausgeführt.

Ich bedanke mich bei allen Beteiligten.

Dear nadine75,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru