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I deposited €200 and that turned into €300 which I would like to withdraw. All profile verification documents have been successfully uploaded but will not be processed. A payout is therefore not possible.

Ich habe 200€ eingezahlt und aus diesen sind 300€ geworden, die ich gern auszahlen würde. Alle Dokumente zur Profilverifikation wurden erfolgreich hochgeladen, werden aber nicht bearbeitet. Somit ist eine Auszahlung nicht möglich.

Dear Tino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few business days to collect and review all documents.

Could you please advise which documents you provided and when exactly?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi there,

Yes, I used the contact form several times and asked when the verification will be completed. An upload of the actual deposit was rejected. I have now re-uploaded proof of deposit which clearly shows that I am the account holder. There you can also see all the details about the deposit, which are only possible when the account is logged in. I can't upload anything else because I only have online access at my bank.

The remaining documents were suddenly processed today. However, a payout is only possible if this last document has also been accepted.

Thank you for the great support.

Hallo,

ja ich habe mehrmals das Kontaktformular genutzt und gefragt, wann die Verifizierung abgeschlossen ist. Ein Upload der eigentlichen Einzahlung wurde abgelehnt. Ich habe jetzt nochmals einen Einzahlungsnachweis hochgeladen, wo klar ersichtlich ist, dass ich der Kontoinhaber bin. Dort sind auch alle Details zur Einzahlung ersichtlich, die nur im eingeloggten Kontozustand möglich sind. Etwas anderes kann ich nicht hochladen, da ich ausschließlich einen Online-Zugriff habe bei meiner Bank.

Die restlichen Dokumente wurden heute plötzlich bearbeitet. Eine Auszahlung ist aber trotzdem erst möglich, wenn auch dieses letzte Dokument akzeptiert wurde.

Vielen Dank für den tollen Support.

Thank you very much for your reply, Tino. In this case, I would recommend that you wait for a few more days to give the casino enough time to review all documents. I will leave this complaint opened, so please keep us updated in the meantime, so we can proceed with this complaint accordingly. Thank you in advance.

Dear Tino,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.