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Withdrawal issues.

I upload my documents as you wish, but it always says it is wrong. That means I don't get a qualification. And can't cash out.

Probleme mit der Auszahlung.

mich laden meine Dokumente hoch wie sie es wünsche dennoch heißt es immer es wäre falsch. Das bedeutet ich bekomme keine verdifizierung. Und kann nicht auszahlen.

Dear Michele,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

Dear Michele,

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.

Hello, about 3 weeks ago I applied for the 1 time to pay it out and to verify myself

Guten Tag ich habe vor ca 3 Wochen das 1 mal beantragt es auszuzahlen und mich zu verdifizieren

Thank you, Michele, for your reply. Have you been advised what specifically seems to be a problem in verifying your account? If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

unfortunately only that the documents would not be correct, but I did everything and uploaded as the requirements are ..

leider immer nur das das die Dokumente quasi nicht richtig wären aber ich habe alles so gemacht und hochgeladen wie die Voraussetzungen sind..

Thank you very much, Michele, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Michele,

I looked at your complaint and will do my best to help you. I would like to invite DuxCasino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello!

Sorry to hear about this situation with the verification process. Usually, all the players get verified in the shortest time.

Looks like we asked you to sent proof of deposit and you've sent us the wrong screenshot. Our support team answered you «This is a screenshot of your casino profile, a proof of deposit needs to be a screenshot from your banking app». So when you will sent us the correct photo/screenshot you will be verified :)

Hope this situation will be solved fast and you will be verified soon.

Best regards,

DuxCasino Team

Hello.

I will now send another screenshot from my online banking app.

Hallo.

ich werde jetzt nochmal einen Screenshot von meiner online Banking App senden.

Dear Michele,

inform me about your progress, please.

Hey!

We saw that you've sent a new pic, but it's not the one we asked for... It shouldn't be just a screenshot from your banking app. It should be a screenshot of the operation of your deposit transaction 🙂

Send it pls and you will be verified 😉

Best regards,

DuxCasino Team

I sent new pictures again

habe nochmal neue Bilder gesendet

Why is it not recognized again?

Wieso wird es wieder nicht anerkannt ?

Hi!

You've sent us screenshots of your deposits in some other casino and they were made in April. But your deposits in our casino were made in May. Send us the correct screenshots pls.

And also, you can ask for assistance in our live chat on the casino website. It will be much faster and easier to communicate :)

Best regards,

DuxCasino Team

Did it again now it should be right!

Habe es nochmal gemacht jetzt sollte es richtig sein!

Hey!

Looks like everything is alright now. Your account is verified 🙂

Best regards,

DuxCasino Team

Dear Michele,

can I consider this complaint as resolved?

Dear Michele,

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.

Hello, thank you, everything worked out now. Best regards (:

Guten Tag vielen Dank hat alles jetzt geklappt Mit freundlichen Grüßen (:

Dear Michele,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru