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Since July 11, I haven’t been paid out. I want $5000 on the Grand. Then after that, I tried to withdraw I have been verified before, and I have sent them every single idea. I have proof of address every card back in front letters from the bank statements. Statements of the deposits to the casino is driving me physically mentally. See I even played the money down to 2900 thinking that they will pay me out after that. I just want my money to take your money but slow to pay you out. It’s been a month nearly

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you upload your identity documents directly to the website specified by the casino in the email they sent you, or did you only attach your documents to your email correspondence with the casino?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• Which documents did you most recently send to the casino?
• Have you recently been requested to submit any additional documents?
• What types of games did you play to accumulate your winnings?

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

Best regards,

Veronika

I have submitted everything my drivers license my birth certificate every bank card frtomt and back. Medicare proof off residence proof off deposits all Transactions. I won the Grand chip on a game called Pompeii

$5000 I won I’ve now played it down to $1800 thinking they would pay me out them because I’ve withdrawn that amount before I’ve been verified before. It’s caused me so much mental health problems I’m going through a lot off deep family issues and that money could have been life changing. I only started playing it Down after 1 ,month of emails chats going round in circles saying they want it in PDF files I do that them they tell they don’t want it like that its pathetic there quick to take but slow to give. I’ve been verified I’ve been payed out before. Also I don’t have one card I used to deposit with once. So I got a letter from the bank like they asked stating that it’s not in use no more etc. then they say it’s doctored lol? I asked them call the BANK! The managers number is on the email. It’s sick I’m a father of four. With what little money I have left at the end of the week I have a little slap win big to be scammed and ripped off. Might as well ask them what lipstick to were next time they screw me

I have photos of everything

Do you want me too upload the verification stuff?

Thank you for your responses. I completely understand that you are upset about the situation, considering how long you have been trying to verify your identity at this casino.

To proceed with the investigation of your complaint, could you please forward me the following documents at veronika.f@casino.guru?

• the documents that are still pending verification, together with any related communication from the casino;
• the document that the casino allegedly considered to be doctored or altered;
• the casino’s explanation for why they believe this document was doctored or otherwise unacceptable, if they provided one

If you have received any new emails from the casino since submitting your complaint, please forward those to me as well, so that I can make sure we are working with the most up-to-date information. Thank you for your cooperation, Dejayy93. I appreciate that you have already provided a substantial amount of evidence, and I’m sorry that you have had to go through such a frustrating verification process.

Dear Dejayy93,

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,
Veronika
Casino.Guru