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I won €3,500 and made a withdrawal in August 2024. They asked for various details to verify my account, which I complied with. I did a real-time check, provided my ID and a proof of address. The document I provided was from my new address, as I moved house between registering and verifying my account. They refuse to verify my account without proof of address from my previous address, which I can't get. I asked them to change my address on my account to my new address, but they refused. They removed my winnings. Please help me get this payment.

Ganhei € 3.500 e fiz um saque em agosto de 2024. Pediram vários detalhes para verificar minha conta, aos quais obedeci. Fiz uma verificação em tempo real, forneci meu documento de identidade e um comprovante de endereço. O documento que forneci era do meu novo endereço, pois me mudei de casa entre o cadastro e a verificação da minha conta. Eles se recusam a verificar minha conta sem um comprovante de endereço do meu endereço anterior, que não consigo obter. Pedi que alterassem meu endereço na minha conta para o meu novo endereço, mas eles se recusaram. Removeram meus ganhos. Por favor, me ajudem a receber este pagamento.

Dear jogadorone1,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're facing.

Please note that casinos are obligated to verify the accuracy of all the information entered in a player’s profile. If you initially registered using your previous address, the casino will usually require you to confirm that you actually lived there before allowing any updates to your profile.

• Do you happen to have any official documents, such as utility bills or government-issued letters, that could confirm your previous address?
• Have the other documents you submitted been approved without issues?
• And lastly, when was the last time you sent any identification documents for verification?

I hope we’ll be able to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have no documents from my old address.

My other documents were verified without issue.

I last submitted documents in September or October of 2024.

They say they will not pay me and will not change my address to my new address.

Unfortunately, if you do not have any document confirming that you lived at your previous address, we will not be able to assist you further.

Please note that the casino is required to verify the accuracy of all personal details provided during registration or when completing your casino profile. This process is part of standard security procedures to ensure compliance with regulatory requirements.

Do you perhaps have any old bank statements, utility bills, or other official documents showing your previous address? If you can provide something like that, we’ll be happy to take another look at your case.

Dear jogadorone1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.