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Hello everyone, I'm sorry to bother you again! I've been trying to withdraw my money for 3 days! I've provided my KYC (identity card, address, Postbank account, and credit card)! Now, suddenly, after 3 or 4 days, I'm getting new requests all over again! Now they want a photo of the deposit, but that's impossible because my credit card doesn't have normal online banking, like Postbank, for example.

I'm uploading screenshots now, please help me! Good night, greetings from Cologne, Stephan

Hallo zusammen, tut mir Leid, euch erneut nerven zu müssen! Seit 3 Tagen versuche ich mein Geld auszahlen zu lassen! Kyc hinterlegt (Personalausweis, Adresse, Postbank-Konto, und Kreditkarte! Jetzt plötzlich nach 3 oder 4 Tagen, immer wieder neue Forderungen! Nun möchten die von der Einzahlung ein Foto haben, was aber unmöglich ist, da meine Kreditkarte kein normales Online-Banking hat, wie melne Postbank z.B.

Screenshots lade ich jetzt hoch, bitte helft mir! Gute Nacht, grüsse aus Köln, Stephan

Hello,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Okay, I'll send it to them via email. I've submitted everything in various formats, but they want a credit card statement! I don't have one; I only get a statement once a month.

I'm not sure about the bonus (I play in 5 or 6 different casinos every day.

the first verification request was 4 days ago or 5 I think

Ok, ich schicke es ihnen per Email. Habe alles eingereicht, in verschiedenen Formaten, aber die wollen eln Kontoauszug von der Kreditkarte! Habe ich keinen, bekomme nur einmal monatlich die Abrechnung.

bonus bin ich mir nicht sicher (ich spiele täglich in 5 oder 6 verschiedenen Caslnos.

die erste Verifizierungsanfrage ist vor 4 tagen gewesen oder 5 meine ich

Hello,

thank you for your message and emails.

Documents provided, especially photos, seem to be very blurry and the overall quality is lacking. Are you able to submit new pictures, with better resolution, please? Kindly resend them to casino support. It is important to provide a high quality pictures for KYC verification, as casino needs to be sure those are legitimate and that the money is sent to the rightful owner.

Kindly keep us updated about any new development,

Katarina

Okay, I'll do that. Thanks.

Ok mache ich. Danke

Hello,

Are there any updates regarding this complaint, please?

Have you resend the required documents?

Looking forward to your reply,

Katarina

Dear Mephan83,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru