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I earned €110, but when I wanted to withdraw, I was asked to upload all my private data. 😡 So I did that too. ID card (top/bottom), mobile phone bill, proof that I paid money in, etc. It's all ridiculous, but that all my data was simply "rejected", pathetic! Now i do not know any further. I can't pay out my money!😡😡

Ich habe 110€ erspielt, aber als ich dann zur Auszahlung wollte, sollte ich sämtliche privaten Daten hochladen. 😡Dies tat ich dann auch. Ausweis (oben/unten) Mobilfunkrechnung, den Beweis, dass ich Geld eingezahlt habe usw. Ist ja schon alles lächerlich, aber dass alle meine Daten einfach "abgelehnt"wurden, erbärmlich! Jetzt weiß ich nicht mehr weiter. Mein Geld kann ich nicht auszahlen!😡😡

Dear mariakrol918,

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 provided all the required documents as soon as possible and in the correct format? Did the casino specify the reason why your documents were rejected?

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 subsequently sent my documents in the correct format and they were accepted. My ID was rejected, despite the PDF format.

Hallo.

Meine Dokumente habe ich nachträglich im richtigen Format abgeschickt und diese wurden akzeptiert. Mein Ausweis wurde abgelehnt, trotz PDF Format.

Were you instructed on what format should your documents be in order for the casino to accept them, or did the casino give you any advice on how to proceed?

Could you please forward me the communication between you and the casino about the verification issue?

My email is tomas@casino.guru

Dear mariakrol918,

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.