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I reported this issue to support 10 days ago and have since attempted to verify my account several times to request a withdrawal, even though my account was successfully verified some time ago.

However, for days now, I've been receiving repeated rejections, even though I correctly resubmitted all the required documents. Support told me I had to upload a screenshot of my Paysafecard showing a €60 payment on August 24. I did that, but my name isn't listed there. This is frustrating.

Ich habe dieses Problem vor 10 Tagen dem Support gemeldet und seitdem mehrfach versucht, mein Konto zu verifizieren, um eine Auszahlung zu veranlassen, obwohl mein Konto bereits vor einiger Zeit erfolgreich verifiziert wurde.

Seit Tagen erhalte ich jedoch wiederholt Ablehnungen, obwohl ich alle erforderlichen Dokumente korrekt erneut eingereicht habe. Laut Support musste ich einen Screenshot aus meinem Paysafecard hochladen, der eine Zahlung in Höhe von 60€ am 24. August zeigt. Das habe ich getan, aber dort steht mein Name nicht. Dies ist frustrierend

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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.

• Is the proof of your Paysafecard deposit the only document that has not yet been approved for verification at this casino?
• Have you contacted your payment provider to request an official confirmation of the €60 payment with your personal information visible?
• Have you tried submitting an alternative form of verification for this payment method, such as a video from your Paysafecard account showing your personal details and the €60 deposit made into the casino?
• Have you contacted the casino’s customer support to ask how you can verify the €60 deposit?

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

Yes, the proof of the Paysafecard deposit was the only document that wasn't accepted for verification. I have now received and submitted an official statement from my Paysafecard account showing the €60 deposit with my personal details. This resolved the issue, and I have received my money.

Sorry for the inconvenience. However, the casino should urgently reconsider its approach to document requests, as it took far too long to clearly explain to me exactly which documents needed to be uploaded.

Ja, der Nachweis der Paysafecard-Einzahlung war das einzige Dokument, das bisher für die Verifizierung noch nicht akzeptiert wurde. Ich habe nun einen offiziellen Kontoauszug von meinem Paysafecard-Konto erhalten und eingereicht, auf dem die €60 Einzahlung mit meinen persönlichen Angaben sichtbar ist. Das Problem wurde damit gelöst und ich habe mein Geld erhalten.

Entschuldigen Sie bitte die Umstände. Allerdings sollte das Casino seinen Ansatz bei der Anforderung von Dokumenten dringend überdenken, da es viel zu lange gedauert hat, bis mir klar erklärt wurde, welche Unterlagen genau hochgeladen werden müssen.

Dear Frey89,

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