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I have a hard time withdrawing winnings due to ongoing verification.

They demand proof of a swish number I do not have left, have changed bank and mobile number but they want proof in writing. Have talked to my old bank they can give give me some such proof. It feels like I'm driving in circles with the casino. Have a new bank. They just send me around in customer service and on Mail. Customer service has even blocked so I can no longer contact them. My last deposits were from a new bank account

Jag har svårt att ta ut vinster på grund av pågående verifiering.

Dom kräver en bevis på en swish nr jag inte har kvar , har bytt bank och mobil nr men dom vill ha bevis skriftlig. Har prata med min gamla bank dom kan ge ge mig nån sån bevis. Det känns som jag kör i cirklar med casinot. Har en ny bank. Dom skickar mig bara runt i kundtjänst och på Mail. Kundtjänst har till och med blockerat så jag inte kan kontakta dom längre . Mina sista insättningar var frångick nya bankkonto

Dear Scar45,

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.

Do I understand correctly that changed mobile number and bank details seem to be obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have given them everything I have and can, as for the swish number they want I can not get the information they want requires, I changed mobile number because I lost my mobile and the number was a prepaid card it was not registered so changed I banked and got a new swish with new no. I called the bank and asked for any proof that I have had the swish number, they could give me information on the phone that I have had the number connected to swish but when I asked for any paper proof they said such papers we do not have and so information I can not give you. I am not a customer of the bank anymore, all my services have ended, so they do not want to help me further. So everything on the problem is on a swish no I do not have left.

Jag har get dom allt jag har och kan, när det gäller den swish nr dom vill ha kan jag inte få den information som vill kräver, jag bytte mobil nr för jag tappade min mobil och den nr var en kontantkort det inte var registrerat så bytte jag bank och skaffade en ny swish med nya nr. Jag ringde banken och frågade om nån bevis om att jag har haft den swish nr, dom kunde ge mig information på telefon om att jag har haft den nr kopplat till swish men när jag frågade om nån papper bevis sa dom såna papper har vi inte och så information kan jag inte ge dig. Jag är inte kund i det bank mera alla mina tjänsten är avlutade så dom vill inte hjälpa mig vidare. Så allt på problem ligger på en swish nr jag inte har kvar.

Thank you very much, Scar45, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Scar45.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good morning,

Please kindly send your complaint to int_second_opinion@mrgreen.com so that our dedicated team can review your case and get back to you as quick as possible.

Thank you!

Kind Regards,

Mr Green Team

Should I just wait now?

Ska Jag bara vänta nu?

Hello Scar45.

Have sent your complaint to int_second_opinion@mrgreen.com? Is there any new info about your case, please?

Hi yes it has been resolved and I can make payment now.

Hej ja det har löst sig och jag kan göra utbetalning nu.

Dear Scar45,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. 

Best regards, Jozef