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I made a typo in my postal code during registration, and I've been waiting for five days for the relevant department to change it! As long as it's not changed, I can't verify my account and therefore can't request a withdrawal! To me, this seems like a stalling tactic to make me lose my winnings before I can withdraw them! I've contacted support five times already, and the last two times I haven't received a response. Before that, the communication was always very friendly, and I had the impression they wanted to help! But waiting five days just to change a single digit in my postal code?!

Ich habe mich bei der Registrierung bei meiner Postleitzahl vertippt und seit 5 Tagen warte ich schon darauf, dass von der zuständigen Abteilung die Postleitzahl geändert wird! Solange diese nicht geändert ist, kann ich keine Verifizierung machen und somit auch keine Auszahlung beantragen!!!!! Für mich sieht das schwer nach Hinhalten aus, damit man den Gewinn vor Auszahlung wieder verspielt?!?!? Schon 5x Support kontaktiert, die letzten 2x keine Antwort mehr bekommen, davor eig immer sehr nett komuniziert und ich hatte auch den Eindruck, es will geholfen werden! Aber 5 Tage darauf warten, dass eine Zahl in der PLZ geändert wird?!?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When did you first notice the typo in your postal code?
• Could you please describe the exact error in the postal code you entered when completing your profile?
• Did you contact customer support to request a correction of your postal code only after submitting your withdrawal request and being asked to complete KYC verification?

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

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

Dear Mirakulix235,

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,

Veronika