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I've been trying to withdraw my winnings for over three months now. Unfortunately, a document or screenshot is always missing. After I was verified two months later and wanted to withdraw, they asked me for proof of my paysafecard account again. I've already uploaded it twice, but it was rejected because it was supposedly forked. There's always something new, which is annoying, not to mention the time I've already spent with support. Please help me.

Seit nun mehr als 3 Monaten versuche ich meinen Gewinn auszuzahlen. Leider fehlt immer wieder ein Dokument oder Screenshot. Nachdem ich nach 2 Monaten verifiziert war und ich auszahlen wollte verlangen sie wieder ein Nachweis für mein paysafecard Konto. Dieses habe ich schon 2 mal hochgeladen, wurde abgelehnt weil angeblich zugeschnitten. Ständig ist was neues es nervt natürlich abgesehen von der Zeit die ich schon mit dem Support verbracht habe. Bitte helft mir

Dear player,

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Do I understand correctly that verifying your paysafecard account seems to be the only issue? Has the casino approved the rest of your documents?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.