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The casino has not paid out for 5 weeks, despite verification.

The account has been fully verified; initially, they tried to put obstacles in my way, such as requiring a passport selfie with the website in the background, etc.

Everything is done.

The verification process has been showing as pending for weeks now, yet nothing is happening. The chat support apologizes every time and assures me that everything will be different now, that there's nothing to worry about, and that I'll receive an email response soon. But absolutely nothing ever happens.

Casino zahlt seit 5 Wochen nicht aus, trotz Verifizierung.

Das Konto ist komplett verifiziert worden, sie haben anfangs versucht einem Steine in den Weg zu legen, Passport Selfie mit Website im Hintergrund etc.

Alles erledigt.

Nun steht seit Wochen nichts mehr offen bei der Verifizierung und trotzdem passiert gar nichts. Der Chat entschuldigt sich jedes Mal, und versichert dass jetzt alles anders wird, man sich keine Sorgen machen müsse, und bald würde Rückmeldung via Mail kommen. Aber es passiert einfach NIE etwas.

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Dear Sh121212,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is your player's account accessible to you? Can you log in?
• Have you made any successful withdrawals from the casino in the past?
• When have you passed verification, and which documents were you asked to provide?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I replied to them by email. Still no payment and the support team's vague statements that they will "really take care of it personally this time".

Ich habe ihnen per Mail geantwortet. Immer noch, keine Auszahlung und die schwammigen Aussagen des Supports, dass sie sich „dieses Mal wirklich persönlich drum kümmern".