The player from Germany is experiencing difficulties completing the account verification. The player confirmed the issue was resolved.
Accepted the welcome offer. I then had some success with the 3rd deposit. All 3 deposits were with a bonus and 25 euros each.
If I don't know a casino I never deposit much.
Am a very experienced player.
I played through the bonus and requested a payout of 800 euros. Well of course verification.
I'm also very familiar with that.
Now the casino is constantly asking for new pictures of me showing my customer number and ID. I've done everything so far. Although the images are good and legible, they were consistently rejected. The requested payout is still visible on the account and you can still continue playing. The casino is all about stalling the player until they lose patience and keep playing until there is nothing left to pay out.
These are very dubious activities.
What I don't understand about this is how you can give such a casino a very good reputation. I finally let myself be blinded by your judgment and registered there and now again trouble and stress. Please clarify the whole matter and explain why this casino was rated well by you.
There are a lot of people online who have exactly the same problem as me.
Mfg Ergün ***
Habe das willkommen Angebot angenommen. Bei der 3.einzahlung hatte ich dann etwas Erfolg. Alle 3 Einzahlungen waren mit Bonus und jeweils 25 Euro.
Wenn ich ein casino nicht kenne zahle ich nie viel ein.
Bin ein sehr erfahrener Spieler.
Habe den bonus durchgespielt und eine Auszahlung von 800 Euro verlangt. Nun natürlich verifizierung.
Auch da kenne ich mich sehr gut aus.
Nun verlangt das Casino ständig ständig neue Bilder von mir indenen ich mit Kunden Nummer und Ausweis zu sehen bin. Habe ich soweit alles erledigt. Obwohl die Bilder gut und deutlich lesbar sind wurden sie ständig abgelehnt. Die beantragte Auszahlung ist immer noch ersichtlich auf dem Konto und man kann trotzdem weiter spielen. Dem casino geht es einzig und allein darum den Spieler hinzuhalten bis er die Geduld verliert und weiter spielt bis es nichts mehr auszuzahlen gibt.
Das sind sehr unseriöse Machenschaften.
Was ich an der Sache nicht verstehe ist wie ihr so einem casino eine sehr gute reputation ausstellen könnt. Ich habe mich schließlich von eurem Urteil blenden lassen und mich dort angemeldet und jetzt wieder Ärger und Stress. Bitte um Klärung der ganzen Sache und um Stellungnahme warum dieses casino gut bewertet wurde von euch.
Im Netz sind lauter Leute die genau das gleiche Problem haben wie ich.
Mfg Ergün ***
Dear Ige73,
Thank you very much for submitting your complaint and for following our recommendation. I’m sorry to hear about your problem.
As an experienced player, you obviously understand the KYC procedure is an essential process and none of the serious and licensed casinos takes KYC lightly.
Would you be able to forward the communication between you and the casino regarding the issue to my email tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Dear Ige73,
Thank you very much for submitting your complaint and for following our recommendation. I’m sorry to hear about your problem.
As an experienced player, you obviously understand the KYC procedure is an essential process and none of the serious and licensed casinos takes KYC lightly.
Would you be able to forward the communication between you and the casino regarding the issue to my email tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
After a long back and forth, the KYC is now through. In my opinion, the casino is not about the KYC. It's about annoying the player for as long as possible so that he gambles away his credit again out of sheer frustration. It's a company policy if you ask me. Something like that shouldn't be rated well by you. This makes you appear as unbelievable in your decision-making.
Have now tried to withdraw my credit. Was rejected without any reason.
Contacted support, then they paid me 300 eu. The money is already in my account. The rest is in progress.
A casino that can't even pay out small change is certainly not a good one and I think the users should know that. Who knows how long I'll have to wait for the remaining 500.
KYC is important, I agree with you, but here it is misused by casino management.
Nach langem hin und her ist die KYC jetzt durch. Meiner Meinung nach geht es dem casino nicht um die KYC. Es geht darum den Spieler so lange wie möglich zu nerven damit dieser sein Guthaben vor lauter Frust wieder verspielt. Eine Unternehmens Vorgabe ist das wenn sie mich fragen. Sowas sollte durch euch nicht gut bewertet werden. Damit erscheint ihr selbst als unglaubwürdig in eurer Entscheidungsfindigkeit.
Habe jetzt versucht mein Guthaben abzuheben. Wurde ohne Gründe abgelehnt.
Kontakt zum Support aufgenommen, danach haben Sie mir 300 eu ausgezahlt. Das Geld ist schon auf meinem Konto. Der Rest ist in Bearbeitung.
Ein casino das nicht mal Kleingeld auszahlen kann ist sicher kein gutes und das sollten die User wissen wie ich finde. Wer weiß wie lange ich auf die restlichen 500 warten muss.
KYC ist wichtig, da gebe ich Ihnen recht, jedoch wird es hier missbräuchlich durch das Casino Management verwendet.
Thank you for your message, Ige73.
I am glad to hear you passed the verification and received already part of your funds. Could you please tell us whether the rest of your cashout was already processed since your last message? I'll await your reply.
Thank you for your message, Ige73.
I am glad to hear you passed the verification and received already part of your funds. Could you please tell us whether the rest of your cashout was already processed since your last message? I'll await your reply.
Dear Ige73,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Ige73,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Have now received the payment.
Nevertheless, one cannot be satisfied with the casino. Just think what happens if you win a high four-digit sum?
Nevertheless, thank you for your open ear
Mfg Ergün ***
Habe die Auszahlung mittlerweile erhalten.
Trotzdem kann man nicht zufrieden sein mit dem casino. Man bedenke was denn passiert, sollte man mal eine hohe vier stellige Summe gewinnen?
Trotzdem danke für euer offenes Ohr
Mfg Ergün ***
Dear Ige73,
I'm glad to hear you received your payment. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, 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,
Tomas
Casino.Guru
Dear Ige73,
I'm glad to hear you received your payment. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, 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,
Tomas
Casino.Guru
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