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Dear gregorvoege,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I am sure you 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 and it can take a few days to complete. Every casino is unique and requires different documents from the player.

Could you please confirm that this was your first attempt for a withdrawal? Did you play with any bonuses?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Thank you very much in advance for your reply.

Best regards

Kristina

Hello Kristina,

Thank you for your message.

See the answers below:

Dear Gregorvoege,

Thank you for submitting your complaint. I am sorry to hear of your negative experience. I am sure you understand that KYC is a very important and essential process where the casino makes sure that the money is sent to the rightful owner and it can take a few days to complete. Each casino is unique and requires different documents from the player.

Could you please confirm that this was your first attempt to withdraw?

(Gregor) I have requested a payment several times, which was rejected each time for obvious reasons.

Did you play with any bonuses?

(Gregor) No, I only sprayed with the REAL money I paid in.

Please also forward all relevant communications between you and the casino to kristina.s@casino.guru , if any.

(Gregor) I send by email:

Meil traffic with casino, payment and game history, KYC details

Many thanks in advance for your reply.

Kind regards

Kristina

Hallo Kristina,

Danke für die Nachricht.

Die Antworten siehe unten:

Lieber Gregorvoege,

Vielen Dank für die Einreichung Ihrer Beschwerde. Es tut mir leid, von Ihrer negativen Erfahrung zu hören. Ich bin sicher, Sie verstehen, dass KYC ein sehr wichtiger und wesentlicher Prozess ist, bei dem das Casino sicherstellt, dass das Geld an den rechtmäßigen Eigentümer gesendet wird und es einige Tage dauern kann, bis es abgeschlossen ist. Jedes Casino ist einzigartig und erfordert vom Spieler unterschiedliche Dokumente.

Könnten Sie bitte bestätigen, dass dies Ihr erster Versuch war, eine Auszahlung vorzunehmen?

(Gregor) Ich habe mehrfach eine Auszahlung beantragt, die jedesmal aus augenscheinlichen Gründen abgelehnt wurde.

Hast du mit irgendwelchen Boni gespielt?

(Gregor) Nein, Ich habe nur mit dem von mir eingezahlten ECHTEM Geld gespriehlt.

Bitte leiten Sie außerdem alle relevanten Mitteilungen zwischen Ihnen und dem Casino an kristina.s@casino.guru weiter , falls vorhanden.

(Gregor) Per email schicke ich:

Meil Verkehr mit Casino, Zahlungs- und Spielhistorie, KYC Details

Vielen Dank im Voraus für Ihre Antwort.

Freundliche Grüße

Kristina

Thank you very much Gregorvoege for your reply and email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Gregor,

I looked at your case and understand your situation. I will contact the casino and see if I can help.

Hi everyone,

Just checked the account, there no active withdrawal requests.

I can also see 2 withdrawals completed on Nov 23 23.11.2020 10:54:11 (UTC), the total amount of which is 1,500 euros.

Dear gregorvoege

Please kindly let me know if you have any other requests

Kind regards,

Alexander

Thanks for the clarification.

Vielen Dank für die Klärung.

Thank you Alexander for the reply.

Dear Gregor,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter