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Hello, the casino is rejecting all documents used to verify my account. Bank statements because I have an online bank account, even though they clearly show everything. My electricity bill is also being rejected because it doesn't contain any usage data. I need help verifying my account. I've been playing at online casinos for a long time, but I've never experienced anything like this before.

Guten Tag das casino lehnt alle Dokumente zur Verifizierung meines Kontos ab. Kontoauszüge weil ich eine online bank habe tommorow, obwohl darauf ersichtlich alles zu erkennen ist. Und stromrechnung wird auch abgelehnt, weil da keine verbrauchsdaten ersichtlich wären. Ich benötige Hilfe bei der Verifizierung meines Kontos. Ich spiele schon sehr lange online casinos, aber sowas ist mir noch nirgends passiert.

Dear Heiko004,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you received any specific reasons from the casino for rejecting your documents?
• Did you reach out to the casino's customer support regarding this issue? If so, what was their response?
• Have you tried resubmitting the documents in a different format, or providing additional supporting documents?

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, 

Natalia

Good, I sent everything in the correct format. I already sent a bank statement, but it was rejected because it's an online bank. Then I sent a current and correct electricity bill, but it was rejected because it didn't contain any consumption data. Then I sent the utility bill for my apartment with consumption data, but it was rejected because the utility bill is from 2024, but was issued on March 14, 2025, so it's actually no older than 90 days and actually from 2025. Then I sent a current bank statement from another bank, but it was also rejected. It's not even possible to pass the KYC process because the casino rejected all documents.

Guten ich habe alles in korrekten Format gesendet. Ich habe bereits Kontoauszug gesendet wurde abgelehnt, weil es eine online Bank ist. Dann habe ich eine aktuelle und korrekte stromrechnung gesendet, wurde abgelehnt, weil keine Verbrauchsdaten darauf wären. Dann habe ich von meiner Wohnung die Nebenkostenabrechnung gesendet mit Verbrauchsdaten wurde abgelehnt, weil die Nebenkostenabrechnung von 2024 ist aber ausgestellt am 14.03.2025 damit faktisch nicht älter als 90 Tage und faktisch von 2025. Dann habe ich von einer anderen Bank einen aktuellen Kontoauszug gesendet wurde auch abgelehnt es ist gar nicht möglich den kyc Prozess zu bestehen, weil das casino alle Dokumente abgelehnt.

Thank you very much for your reply, Heiko004. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Good evening, I just sent the chat history via email

Guten Abend, habe gerade den chatverlauf per Email gesendet

Thank you very much, Heiko004. As I can see, the casino support informed you about the necessity to provide a valid proof of address document. Have you provided a utility bill that shows the consumption? Can you please explain what you meant by saying it's from 2024 but was issued on March 14, 2025?

Please specify if you have provided the casino with another bank statement from a physical bank instead of the previous digital bank.

Thank you in advance.

Hello, I only have a physical bank, which means this document contains all the data exactly as requested. A utility bill, at least in Germany, means you get your water and heating usage for the following year. The usage is from 2024, but it was delivered in 2025 and is no older than 90 days. This casino is trying with all its might to reject payments or make it so difficult that you lose your winnings. How this casino got such a good rating from you is a mystery to me.

Guten Tag ich habe nur eine physische Bank das heißt dieses Dokument beinhaltet genauso alle Daten wie verlangt. Nebenkostenabrechnung bedeutet wenigstens in Deutschland man bekommt den Verbrauch vom Wasser und Heizung im folgenden Jahr der Verbrauch ist von 2024 aber zugestellt 2025 und nicht älter als 90 Tage, dieses casino versucht mit aller Macht Zahlungen abzulehnen beziehungsweise es einem so schwer zu machen damit man seine Gewinne wieder verspielt. Wie dieses casino so eine gute Bewertung bekommen hat von euch ist mir ein Rätsel

The account is supposedly verified now, but my withdrawal has been waiting for well over 72 hours. Casino Guru should update its rating, or are you getting paid for this good review?

Angeblich ist das Konto jetzt verifiziert, aber meine Auszahlung wartet schon seit viel mehr als 72 Stunden zur Auszahlung. Casino guru sollte mal seine Bewertung anpassen, oder werdet ihr für diese gute Bewertung bezahlt?

Dear Heiko004, I’m sorry to hear you feel this way. I want to reassure you that our aim is to objectively address complaints and offer fair mediation between players and casinos. Our team is committed to thoroughly examining each case by collecting all relevant information from both parties, which allows us to make informed and unbiased decisions. We recognize how frustrating these situations can be, and we are dedicated to helping you to the best of our abilities.

Here you can read more about how we prepare casino reviews: https://casinoguru-en.com/our-casino-reviews

I'm glad to hear that your account was ultimately verified. Can you please specify when exactly you submitted a withdrawal request? It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals. Rest assured, we will continue to monitor your case and provide support as needed.

The money was just successfully transferred and is already in my account. Thank you.

Geld wurde gerade erfolgreich überwiesen und habe dieses bereits auf meinem Konto. Vielen Dank

I received the money, but my account was permanently blocked without any explanation. I asked in live chat, and this was the response:

We understand this may be disappointing, but the account has been permanently closed due to an administrative decision. This decision cannot be changed; we appreciate your understanding.

We wish you all the best, and please don't hesitate to contact us if you need further support.

Just because you file a complaint your account is permanently blocked. I find that just as dubious. Unlike the casino, I didn't violate any terms and conditions.

Geld hab ich erhalten, aber mein Konto wurde dafür dauerhaft gesperrt, ohne Angaben von Gründen. Ich habe im Live-Chat gefragt und das war die Antwort:

Wir verstehen, dass dies enttäuschend sein kann, aber das Konto wurde aufgrund einer administrativen Entscheidung dauerhaft geschlossen. Diese Entscheidung kann nicht geändert werden, wir schätzen Ihr Verständnis.

Wir wünschen Ihnen alles Gute, zögern Sie nicht, sich zu melden, wenn Sie weitere Unterstützung benötigen.

Nur weil man Beschwerde einreicht wird das Konto dauerhaft gesperrt finde das genauso unseriös habe gegen keine AGBs verstoßen im Gegensatz zum casino.

Dear Heiko004, thank you for confirming that you received your withdrawal. Since your initial problem with the delayed withdrawal due to unfinished KYC was solved, I'll mark the complaint as resolved in our system.

I understand your frustration regarding the closure of your account. However, we are unable to provide further assistance in this matter. Please be aware that online casinos, like other service providers, have the right to decide whom they offer their services to. Our role is to support players whose accounts were closed without explanation and who had funds confiscated. Since your account did not have a real money balance, we cannot require the casino to reopen it. If you wish to continue playing, you might want to consider using a different platform.

Thank you for your understanding and cooperation throughout the process, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru