The player from Austria had won €2400 but faced ongoing verification requests from the casino, having submitted the necessary documents multiple times. The player suspected that the casino was intentionally delaying payment. After several communications, the player's account was eventually verified, and a first withdrawal was successfully processed after significant back-and-forth. The player reported receiving the second payment after a four-day wait, and the issue was marked as resolved by the Complaints Team.
Igrač iz Austrije je osvojio €2400, ali se suočio sa stalnim zahtevima za verifikaciju iz kazina, pošto je više puta podneo neophodna dokumenta. Igrač je sumnjao da kazino namerno odlaže plaćanje. Nakon nekoliko komunikacija, nalog igrača je na kraju verifikovan, a prvo povlačenje je uspešno obrađeno nakon značajnih preokreta. Igrač je prijavio da je primio drugu uplatu nakon čekanja od četiri dana, a tim za žalbe je označio problem kao rešen.
Zdravo!
Osvojio sam 2400 € u kazinu, a sada stalno traže razne stvari za verifikaciju. Veoma sam frustriran jer sam već poslao sve 3-4 puta kako je traženo! I putem e-pošte i direktno na veb lokaciji. Svaki put smisle nešto drugačije, iako se sve jasno vidi u dokumentima. Pretpostavljam da ne žele da plate! Molim vas pomozite!
Hello!
I have won €2400 at the casino, and now they are constantly asking for different things for verification. I'm very frustrated because I have already sent everything 3-4 times as requested! Both by email and directly on the website. Every time they come up with something different, even though everything is clearly visible in the documents. I suspect they don't want to pay out! Please help!
Hallo!
Ich habe bei dem Casino 2400€ erspielt und nun verlangen sie andauernd andere Dinge für die Vertifizierung. Ich bin schon sehr verzweifelt, weil ich alles 3-4 fach hingesendet habe was verlangt wurde! Per Mail und direkt auf der Seite. Jedes Mal kommen sie mir was anderes obwohl alles gut ersichtlich ist in den Dokumenten. Ich vermute, dass sie nicht auszahlen möchten! Bitte um Hilfe!
Dragi claudi3110,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata KIC olako i može potrajati nekoliko radnih dana da se ovaj temeljni proces završi.
Možete li mi reći koje ste dokumente već dostavili i kada ste tačno poslali poslednji?
Da li ste dostavili svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu?
Da li je neki od vaših ličnih dokumenata odobren tokom KIC-a?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear claudi3110,
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 take 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 any of your identity documents been approved during KYC?
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,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Zdravo!
Platio sam sa Skrill Sofortuberveisung i poslao sam potvrdu koju sam naknadno dobio e-poštom, kao i potvrdu iz banke, u kazino. Prvo su rekli da je potreban snimak ekrana. Zatim su želeli PDF datoteku. Zatim snimak ekrana računara. Čak sam prosledio e-poruku sa potvrdom kazinu. Sada kažu da im je potreban snimak ekrana potvrde transfera gde su vidljivi ime, adresa i adresa e-pošte! Razgovarao sam sa Skrillom telefonom i takva potvrda je nemoguća!
Hello!
I paid with Skrill Sofortüberweisung and sent the confirmation that I subsequently received by email, as well as the confirmation from the bank, to the casino. At first they said a screenshot was required. Then they wanted a PDF file. Then a screenshot of a computer screen. I even forwarded the confirmation email to the casino. Now they say they need a screenshot of the transfer confirmation where the name, address and email address are visible! I spoke to Skrill on the phone and such a confirmation is impossible!
Hallo!
ich hatte mit Skrill Sofortüberweisung einbezahlt und die Bestätigung die ich anschließend per Mail erhalten habe, sowie die Bestätigung der Bank an das Casino gesendet. Zuerst hieß es, es würde ein Screenshot benötigt. Danach wollten sie eine pdf Datei . Dann einen Screenshot vom Bildschirm eines Computers. Ich habe sogar die Bestätigigungsmail an das Casino weitergeleitet. Nun sagen sie , sie bräuchten einen Screenshot der Transferbestätigung wo, Name, Adresse und Emailadresse ersichtlich ist! Ich habe mit Skrill telefoniert und so eine Bestätigung ist unmöglich!
Sada je moj nalog verifikovan, ali je povlačenje odbijeno jer ne prihvataju Skrill potvrdu! Traže snimak ekrana potvrde plaćanja sa mojim imenom, adresom i adresom e-pošte. Ali platio sam trenutnim transferom i dobio normalnu potvrdu. Prema Skrillu, ne postoji druga opcija. Šta da radim sada? Oni traže nemoguće!
Now my account has been verified but the withdrawal has been rejected because they don't accept the Skrill confirmation! They are asking for a screenshot of a payment confirmation with my name, address and email address. But I paid by instant transfer and received a normal confirmation. According to Skrill there is no other option. What should I do now? They are asking for the impossible!
Jetzt wurde mein Konto vertifiziert aber die Auszahlung abgelehnt, weil sie die Skrill Bestätigung nicht akzeptieren! Sie verlangen einen Screenshot von einer Zahlungsbestätigung auf der mein Name, Adresse und E Mail Adresse angegeben sind. Ich habe aber per sofort Überweisung eingezahlt und einen normale Bestätigung erhalten . Laut Skrill gibt es keine andere Möglichkeit. Was soll ich jetzt tun? Sie verlangen unmögliches!
Ažuriraj!
Juče sam primio e-poštu da je moj nalog verifikovan. Danas sam dobio mejl da je moje povlačenje odbijeno jer im je potreban selfi kako držim ličnu kartu u ruci i lakat je morao da bude vidljiv! To je nemoguće. Stvarno počinjem da postajem očajan! Molim vas pomozite!!!!
Update!
Yesterday I received an email saying that my account had been verified. Today I received an email saying that my withdrawal had been rejected because they needed a selfie of me holding my ID card in my hand and my elbow had to be visible! That's impossible. I'm really starting to get desperate! Please help!!!!
Update!
Gestern hatte ich ein Mail erhalten, dass mein Konto vertifiziert wurde. Heute kam eine Mail , dass meine Auszahlung abgelehnt wurde weil sie ein Selfi brauchen auf dem ich meinen Ausweis in der Hand halte und der Ellbogen muss ersichtlich sein! Das geht unmöglich. Langsam bin ich wirklich verzweifelt! Bitte um Hilfe!!!!
Hvala vam što me obaveštavate. Drago mi je da čujem da su dokumenti koje ste do sada postavili uspešno verifikovani.
Imajte na umu da ponekad kazina mogu zahtevati dodatnu dokumentaciju kao deo procesa verifikacije. Iako shvatam da bi ovo moglo da izgleda preterano, to je obično jednokratni zahtev, posebno pre obrade prvog povlačenja.
Zahtevanje selfija sa vašim ličnim dokumentom i vidljivim laktom je zapravo standardna procedura u mnogim onlajn kockarnicama. Ovaj korak pomaže kazinu da potvrdi da račun pripada osobi koja je podnijela zahtjev, osiguravajući sigurnost obje strane.
Možete li navesti da li ste kazinu poslali traženu fotografiju?
Ako naiđete na bilo kakve probleme sa ispunjavanjem ovog zahteva, slobodno se obratite, a ja ću se potruditi da vam dodatno pomognem.
Thank you for keeping me updated. I’m glad to hear that the documents you’ve uploaded so far have been successfully verified.
Please understand that sometimes casinos may request additional documentation as part of their verification process. While I realize this might feel excessive, it is typically a one-time requirement, especially before processing a first withdrawal.
Requesting a selfie with your identity document and your elbow visible is actually a standard procedure in many online casinos. This step helps the casino confirm that the account belongs to the person making the request, ensuring the security of both parties.
Could you please specify if you sent the requested photograph to the casino?
If you encounter any issues with completing this request, feel free to reach out, and I’ll do my best to assist you further.
Zdravo!
Novo ažuriranje: jedna isplata je funkcionisala nakon mnogo vraćanja nazad. Čekam drugu već 4 dana, služba za korisnike me odlaže! Veoma, veoma je teško doći do vašeg novca. Sada mislim da nikada neću dobiti drugu isplatu!
Hello!
New update: one payout worked after a lot of back and forth. I've been waiting for the second one for 4 days now, customer service keeps putting me off! It's very, very difficult to get your money. I now think I'll never get the second payout!
Hallo!
Neues Update: eine Auszahlung hat funktioniert nach langem hin und her. Auf die zweite warte ich nun schon seit 4 Tagen, Kundendienst vertröstet ständig! Sehr , sehr mühsam zu seinem Geld zu kommen. Glaube mittlerweile die zweite Auszahlung werde ich nie bekommen!
Imajte na umu da je sasvim uobičajeno da povlačenju treba nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom, istragom igranja, problemima sa dobavljačima plaćanja ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Iako period od 14 dana još nije prošao, da li biste mogli da navedete da li ste primili bilo kakva ažuriranja u vezi sa vašim drugim zahtevom za povlačenje?
Please bear in mind that 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. This delay may be caused by unfinished KYC verification, gameplay investigation, payment provider issues, or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
Although the 14-day period has not yet passed, could you please specify if you received any updates regarding your second withdrawal request?
Zdravo!
Hvala vam puno, juče sam primio uplatu!
Hello!
Thank you very much, I received the payment yesterday!
Hallo!
vielen lieben Dank, gestern habe ich die Auszahlung erhalten!
Dragi claudi3110,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju radi pomoći u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Veronika Fric
Casino.Guru
Dear claudi3110,
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
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
