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I won 2000 euros at the casino, I've played there before, and I have to say that I got the first payout back then, which was 350 EUR, so I thought I can continue playing at this casino, now it's Sunday Won 2000 euros on Saturday, I was already verified and wanted to have the money paid out to me, then an email came again that I have to verify myself, which was strange because I had already done this, now the operators wanted a picture of I sent it to my passport, because the normal ID apparently wasn't enough, and waited more than 48 hours, suddenly the operators want me to send all documents in the form of a selfie, both the bank card and the ID and my proof of address, What seems strange to me, I'm fighting for my payout and the operators always want something new

Habe auf dem Casino 2000 Euro gewonnen, ich habe schonmal dort gespielt, und muss auch sagen, dass ich die erste Auszahlung damals bekommen habe, die betrug 350 EUR, deswegen dachte ich, ich kann auf diesem Casino weiter spielen, nun habe ich am Sonntag Samstag 2000 Euro gewonnen, ich war schon Verifiziert, und wollte somit mir das Geld auszahlen lassen, dann kam wieder eine Email, dass ich mich Verifizieren muss, was mir komisch kam, weil ich dies schon gemacht habe, nun wollten die Betreiber ein Bild von meinem Reisepass, weil der normale Ausweis anscheinend nicht reichte, habe ich diesen zugesendet und mehr als 48 Stunden gewartet, auf einmal Wollen die Betreiber, dass ich alle Dokumente in Form eines Selfies sende, sowohl die Bankkarte, als auch den Ausweis und mein Adressnachweis, was mir ziemlich komisch vorkommt, ich kämpfe um meine Auszahlung, und die Betreiber wollen immer was neues

Dear Kalajo,

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. How long ago you have completed your account verification in the past? Did you change any of your personal details or depositing method since your last account verification?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Dear Kalajo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.