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Hi, I deposited SEK 6,500 and withdrew SEK 9,500 via ezwallet, then I uploaded my documents, my ID and payment method were approved but not my address. When I created my account there, I wrote dalhemsv instead of dalhemsvägen because ä doesn't support English, despite that they don't believe it even though everything else is correct.

Hej jag satte in 6500 kr och tog ut 9500 kr via ezwallet , sen ladda jag upp mina dokument , mitt id och betalningsmetod blev godkänt men inte min adress . När jag skapade mitt konto där skrev jag dalhemsv istället för dalhemsvägen eftersom ä stödjer inte i engelska trots det tror dom inte på det fast allt annat stämmer.

Dear maroun2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false (or incomplete) personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela

Hi, I have spoken to the casino, they have approved and updated my home address. But I have another concern now in the account it says complete that they have sent my money and ezwallet when the casino sends money there they come in immediately, I told them that I have not received them then they replied that they themselves think it is strange that the money was sent without my account being verified yesterday but that they are now underway because my account is verified today, so now it remains to wait and see if they will send the money within 24 hours.

Hej jag har pratat med kasinot dom har godkänt och uppdaterat min hemadress. Men jag har ett annat bekymmer nu i kontot står det complete att dom har skickat mina pengar och ezwallet när kasino skickar pengar dit kommer dom in direkt , jag sa till dom att jag inte har fått dom då svarade dom att dom själv tycker det är konstigt att pengarna skickades utan att mitt konto var verifierat igår men att dom nu är på gång för att mitt konto är verifierat idag så nu återstår att vänta och se om dom kommer skicka pengarna inom 24 tim.

Thank you, maroun2021, for the update. Please allow a few working days for the withdrawal to be processed completely and if there's no development by Friday, please let me know and we will intervene.

Dear maroun2021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

It worked out now that I closed the account anyway🙂

Det löste sig nu jag stängde kontot iaf🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, maroun2021, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru