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I have been playing at this casino for a long time and have already lost a significant amount of money. Yesterday, I deposited €140 and won €1100. I wanted to withdraw €900 of that. Then, I received an email stating they suddenly needed a photo of the front and back of my credit card, despite already being fully verified. I made my deposit using Apple Pay with a virtual Skrill prepaid credit card. They are asking for photos of both sides of the card, which is not possible because it is virtual. I explained this multiple times but only received the same email in response, insisting on a color photo of both sides of the card. I find it disheartening that I have deposited thousands of euros, often losing, sometimes winning—such is the nature of gambling—and when I finally have some luck, I am not given the opportunity to quickly withdraw my money.

Ich spiele schon lange bei dem Casino und habe auch schon Unsummen verloren. Gestern zahlte ich 140€ ein und gewann 1100€ davon wollte ich 900€ auszahlen. Dann bekam ich die email sie bräuchten nun auf einmal (war schon voll verifiziert) ein Foto der vorder und Rückseite meiner Kreditkarte. Ich habe über Apple Pay eingezahlt und die Karte die ich dafür nutzte ist eine virtuelle skrill prepaid Kreditkarte. Ich soll davon ein Foto der vorder und Rückseite senden was nicht möglich ist da sie virtuel ist. Das schrieb ich mehrmals und bekam immer nur die gleiche Mail zurück wo drin stand. Bitte senden sie und ein Farbfoto von beiden Seiten der Karte. Ich finde es traurig das ich mehrere tausende von Euros einzahle oft verliere hin und wieder gewinne Glücksspiel halt und ich wenn ich dann mal Glück habe nicht die Möglichkeit bekomme mein Geld schnell auszuzahlen.

Dear Jbfeld,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. To help clarify your situation, may I ask a few questions?

Have you attempted to reach out to customer support via live chat to see if they can offer an alternative verification method for your virtual card?

Would it be possible to upload a transaction statement from your Apple Pay account showing the funds used by the virtual card? Alternatively, could you record a video from your Apple Pay profile where both your name and virtual card number are visible, if the casino would accept this format?

Thank you for your cooperation, and I hope we can work together to resolve this issue.

Best regards,

Veronika

Hello!

A solution has just been found and the case is now closed. Thank you for your help!

Best regards

Hallo!

Soeben wurde eine Lösung gefunden und somit ist der Fall hier abgeschlossen. Ich bedanke mich für die Hilfe!

Mit freundlichen Grüßen

Dear Jbfeld,

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

Casino.Guru