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Hello

I won €1,000, which I would like to cash out. To do so, I need to verify my account and upload documents.

Every time I try, I get a message saying the verification failed. I ask what the problem is and upload an alternative that I believe meets the requirements exactly. But I keep getting the same message. This has been going on for weeks now.

Thank you and kind regards

Hallo

Ich habe 1000 Euro gewonnen, die ich mir auszahlen lassen möchte. Dafür muss ich mein Konto verifizieren und Dokumente hochladen.

Jedes Mal wenn ich es versuche bekomme ich die Nachricht, dass die Verifizierung fehlgeschlagen ist. Ich frag dann jedes Mal nach, was das Problem ist und lade eine Alternative hoch, die meiner Meinung nach genau den Anforderungen entspricht. Aber immer wieder bekomm ich die gleiche Meldung. Das zieht sich jetzt schon über Wochen.

Danke und mit freundlichen Grüßen

Hello,

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

Please understand that KYC (Know Your Customer) is a crucial and mandatory process during which the casino ensures that funds are sent to the rightful owner. As gambling platforms are not able to verify players in person, this procedure is the only way to confirm identities and prevent fraud or money laundering. All serious and licensed casinos take KYC very seriously, and the process may take a few working days to complete thoroughly.

• Could you please advise which documents you have already provided and when you sent the most recent one?
• Have you submitted all the requested documents in the correct format and as promptly as possible?
• Are any of your documents currently pending approval?
• Could you also specify why some of your documents may have been rejected?
• When was the last time the casino contacted you regarding the verification of your account?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thanks for the quick reply.

For example, I was told to upload a selfie of myself holding an ID and a document with my address and name on it that's less than 90 days old. According to the list, any letter or document less than 90 days old can be used. I used my pay stub because it's all listed there.

It was rejected on the grounds that it was wrong and that I should just hold the ID and take a separate photo of the address document. I did that, but then they said the document was cropped, which it wasn't. I uploaded a new photo of it, and they told me to upload a different document.

The list also states that you can use a bank statement for this. So I uploaded a screenshot. It was rejected because it was just a screenshot and I should send it as a PDF instead. I did that, but it was rejected. The reason given was that I sent a blank PDF. I checked it, and it wasn't blank; all the data was visible. I then printed out the bank statement, took a photo of it, and uploaded it. That was yesterday. Now I'm waiting for a response again.

I have been uploading various documents since the end of June and adhering to the requirements given to me in the emails.

Danke für die schnelle Antwort.

Zum Beispiel wurde mir mitgeteilt, ich soll ein Selfie von mir hochladen auf dem ich einen Ausweis und ein Dokument halte, auf dem meine Adresse und mein Name stehen und das nicht älter als 90 Tage ist. Laut Liste kann dafür jeder Brief und jedes Dokument verwendet werden, das nicht älter als 90 Tage ist. Ich habe meinen Gehaltszettel genommen, weil da alles oben steht.

Es wurde abgelehnt mit der Begründung, dass das doch falsch war und ich nur den Ausweis halten soll und das Adressdokument extra abfotografieren soll. Das hab ich gemacht, dann hieß es, dass das Dokument beschnitten ist, was es aber nicht war. Ich hab ein neues Foto davon hochgeladen und die Antwort war, dass ich ein anderes Dokument hochladen soll.

In der Liste steht auch, dass man einen Kontoauszug dafür verwenden kann. Also hab ich einen Screenshot davon hochgeladen. Wurde abgelehnt, weil es nur ein Screenshot ist und ich lieber ein PDF davon schicken soll. Hab ich gemacht, wurde abgelehnt. Die Begründung war dass ich ein leeres PDF geschickt habe. Ich hab es kontrolliert und es war nicht leer sondern alle Daten sichtbar. Ich hab den Kontoauszug dann ausgedruckt und ein Foto davon gemacht und hochgeladen. Das war gestern. Da warte ich jetzt wieder auf eine Antwort.

Ich lade seit Ende Juni immer wieder verschiedene Dokumente hoch und halte mich an die Anforderungen, die mir in den Emails gegeben werden.

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

Dear Laralita,

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