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I have answered all the verification questions, yet I'm asked to answer the same question again. I've emailed support several times, explaining that it says verification is needed and that I should upload documents (which I've done before), but it doesn't specify which ones now, and furthermore, it's not possible to do so.

Har svarat på alla frågor i verifieringen, men blir ombedd att svara på samma fråga igen. Har mailat support flera gånger där jag förklarar att det står att verifiering behövs och att jag ska ladda upp dokument ( vilket jag tidigare gjort) men inte vilka nu samt att det går ej heller att göra det.

Dear t4jrnznkny,

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. 

• Have you been informed 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

Started the withdrawal process a week ago. Also then asked if I needed to submit something for verification and the answer was then no.

then when the withdrawal didn't go through and I asked why, they finally asked for documents , Given access to review my bank account. Shown documentation that proves my income. After five days I get the same question again regarding my income, which I again answered. Answered questions about gambling addiction. I have emailed several times and asked which documents are missing, and pointed out that they did not inform me which, and that it is not possible to upload them on the game page (I attached a picture of it), I only get automatic responses that my case is being handled.

Påbörjade uttags processen för en vecka sedan. Frågade även då om jag behövde sända in något för verifiering och svaret blev då nej.

sedan då uttag inte gick igenom och jag frågade varför, bad de till slut om dokument , Givit tillgång att granska mitt bankkonto. Visat underlag som styrker mina inkomster. Efter fem dagar får jag samma fråga igen angående min inkomst, vilket jag igen svarat på. Svarat på frågor om spelberoende. Jag har mailat flera gånger och frågat vilka dokument som fattas, och påpekat att dom inte upplyst mig vilka, och att det inte går att ladda upp på spelsidan ( bifogat dom bild på det) får endast automatiska svar att mitt ärende hanteras.

On Friday 9 February in the morning, I receive an email again to explain the transaction "Own withdrawal", but this time with an electronic verification link. I do it directly in return mail and ask if that is enough, get no answer.

Almost at the same time on Friday morning, I receive an email from a "customer agent" who promises me fast handling of withdrawals and verification. He also wrote that I did NOT have to submit documents (even though it says on the game page that it is missing for my verification) I would only have to write what the Own Withdrawal was. Haven't heard anything since Friday morning. Now Sunday morning came the standard answer ... "relevant dept. will return"

see that I have 7 different email conversations with support. Experiences that everyone blames everyone and asks for different things. Extremely messy. Hasn't been verified or withdrawn in 12-13 days. Despite 7 different people in customer service and a "customer agent"...

Fredag 9 februari på morgonen får jag mail igen om att förklara transaktionen "Eget uttag" men denna gång med elektronisk verifikationlänk. Jag gör det direkt i vändande mail och frågar om det räcker så, får inget svar.

Nästan samtidigt på fredag morgon får jag mail från en "kund agent" som lovar mig snabb hantering på uttag och verifikation. Han skrev även att jag INTE behövde skicka in dokument ( även fast det står på spelsidan att det saknas för min verifiering) jag skulle bara behöva skriva vad Eget Uttag var. Inte hört nått sedan fredag morgon. Nu Söndag förmiddag kom standard svar … "relevant avd. återkommer"

ser att jag har 7 olika mail konversationer med support. Upplever att alla skyller på alla och ber om olika saker. Oerhört rörigt . Har på 12-13 dagar alltså ej blivit verifierad eller uttag. Trots 7 olika människor i kundtjänst och en "kund agent" …

Seven mail threads and five standard replies. 13 days have passed and experience the support as ignorant and misleading, as they request the same answer again and do not answer counter questions

Sju mail -trådar och fem standard svar. 13 dagar har gått och upplever supporten som ignorant och vilseledande, då de begär in samma svar om igen och svarar inte på motfrågor

I'm sorry for the late reply. Thank you very much, t4jrnznkny, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I'm done with them now. The payouts have started to show. Thank you so much for being there!

Jag är klar med dom nu. Utbetalningarna har börjat visa sig. Tack så mycket för att ni finns!

Dear t4jrnznkny,

Could you please confirm, if I understand it correctly, that you have received your withdrawal?

Thank you,

Mirka

Yes, we can close the case

thanks!

Ja vi kan avsluta ärendet

tack!

Dear t4jrnznkny,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka,

Casino.Guru