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Hello

I've now had to verify myself a total of 8 times. The last verification attempt, which occurred last week, finally culminated in the acceptance of my documents on Friday the 8th of December, 2023. The casino page then displayed a 'successfully verified' message.

Today, I received yet another message asking me to verify myself once again.

I request help in resolving this issue.

Hallo

Ich habe mich jetzt insgesamt schon 8 mal verifizieren müssen, das lezte mal lezte Woche nach mehrmaligen versuchen wurde am Freitag den 8.12.23 endlich meine Dokumente angenommen und auf der Casion Seite stand erfolgreich verifiziert.

Heute bekam ich erneut eine Nachricht ich soll mich schon wieder neu verifizieren.

Ich bitte um Hilfe um das Problem zu klären.

Dear Chrissy378, 

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 take 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? What was the last message you received regarding your verification? Which document were you asked to verify again?

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, 

Veronika

Hello

Account statements from November 29th were requested and I have sent them several times.

The last time I resubmitted the bank statements was yesterday on December 11, 2023.

Hallo

Es wurden Kontoauszüge vom 29.11 angefordert diese hab ich mehrmals schon hingeschickt.

Das letzte mal gestern am 11.12.23 hab ich die Kontoauszüge erneut eingereicht.

Has your last submitted bank statement been approved by the casino?

Before we move forward with your case, kindly forward any relevant communication between you and customer support regarding the issue with your verification to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Dear Chrissy378,

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.