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Hello, I deposited €10 in this casino. My verification has been going on for 5 days now, something is always wrong, either no PDF format, then supposedly you can't see all 4 corners, then I sent a current account statement from my bank, it's not an official document. All just tactics so that you lose your nerve and gamble away your money again. I uploaded my documents like in every other casino and in every other casino it was always recognized. I have uploaded a letter from my gas supplier stating my customer number name address. I have the feeling that the casino doesn't want you to be able to verify yourself

Guten Tag ich habe in diesem casino 10€ eingezahlt. Meine Verifizierung dauert jetzt schon 5 Tage ständig stimmt irgendwas nicht entweder kein PDF Format dann angeblich sieht man nicht alle 4 Ecken dann schickte ich einen aktuellen Kontoauszug meiner Bank ist kein offizielles Dokument. Alles nur Taktik damit man die Nerven verliert und sein Geld wieder verspielt. Ich habe wie in jedem anderen casino meine Dokumente hochgeladen und in jedem anderen casino wurde diese immer anerkannt. Ich hab ein Schreiben von meinem gasanbieter hochgeladen wo mein Kundennummer Name Adresse hervorgeht. Ich habe das Gefühl das dass casino gar nicht will das man sich verifizieren kann

Dear Haihaut12,

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.

Could you please when exactly did you send the last one of the required documents?

Do I understand correctly that verifying your address seems to be the last obstacle before your account is verified?

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

Best regards,

Tomas

Hello, I have uploaded all the documents for the last 4 days and it is always rejected. Even a bank statement was rejected from this month so more current. Gas suppliers where the name, address, date and customer number are on it will be leaned against. You are not interested in verifying I have played in many casinos and always verified myself with these documents

Hallo ich hab die letzten 4 Tage sämtliche Dokumente hochgeladen immer wird dies abgelehnt. Sogar einen Kontoauszug wurde abgelehnt von diesem Monat also aktueller. Gasanbieter wo name Adresse Datum und Kundennummer darauf steht wird angelehnt. Sie haben kein Interesse zu verifizieren ich hab schon in ganz vielen casinos gespielt und mich immer mit diesen Dokumenten verifiziert

The account has now been verified and am now waiting for my payout

Das Konto wurde nun verifiziert warte jetzt auf meine Auszahlung

Thanks for the update.

I am glad your account has been verified. Let’s stay positive and hope for some good news regarding your withdrawal. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Payout was canceled wanting a selfie with my ID on my face it's getting on my nerves

Auszahlung wurde storniert wollen noch ein selfie mit meinem Ausweis am Gesicht langsam nervt es

If you have been asked for a selfie with ID, which is nothing unusual, please follow these important guidelines:

- Do not edit the image in any way

- The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it up close and include as little background as possible (remember, no cropping is permitted)

- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Have already sent 2 selfies as in other casinos but have not received an answer yet

Habe bereits 2 selfies geschickt wie in anderen casinos auch hab aber noch keine Antwort erhalten

Complaint can be closed got my money

Beschwerde kann geschlossen werden hab mein Geld erhalten

Dear Haihaut12,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru