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I've been trying to make a payment for 3 weeks, unfortunately it doesn't happen because documents are repeatedly rejected, in detail the certificate of residence is always rejected. I tried it with a tax assessment, a payslip, account statements and a registration certificate as a photo and in PDF format , I don't know what to do anymore, can you please help me, because an email to support didn't help either, even though I threatened legal action...

Ich versuche seit 3 Wochen eine Auszahlung vorzunehmen leider kommt es nicht dazu da Dokumente immer wieder abgelehnt werden ,im Detail die Wohnsitzbescheinigung wird immer abgelehnt..Ich habe es mit einem Steuerbescheid,einer Lohnabrechnung,Kontoauszüge und einer Meldebescheinigung versucht als Foto sowie im PDF Format, Ich weiß nicht mehr was ich machen soll können Sie mir bitte helfen, denn auch eine Email an Support hat nichts gebracht obwohl ich mit rechtlichen Schritten gedroht habe...

Dear leftdutty,

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.

Do I understand correctly that providing Proof of Address seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes it seems that proof of address is the only obstacle as all other documents have been accepted...however, the casino keeps rejecting proof of address no matter what document I upload...I've tried multiple proofs of address...I had even got an email that my account is fully verified then wanted to pay out and 3 days later another email came that my account is not verified, screenshots are available...

Ja es sieht so aus als wäre der Adressnachweis das einzige Hindernis da alle anderen Dokumente akzeptiert wurden ...den Adressnachweis lehnt das Casino allerdings immer wieder ab egal welches Dokument ich hochlade ...Ich habe es mit mehreren Adressnachweisen probiert...Ich hatte sogar eine Email erhalten das mein Konto vollständig verifiziert ist wollte dann auszahlen lassen und 3 Tage später kam eine erneute Email das mein Konto nicht verifiziert ist, Screenshots darüber sind vorhanden...

So the first payout of 500€ has now been paid out, however the whole fuss is now starting again from the beginning when I requested the next payout of 1×500€ and 1×1000€...now the casino rejects all documents to verify the Form of payment from although they had previously accepted it and sent emails again Account is fully verified and a few minutes later suddenly not anymore...it's unbelievable what this casino does..

Also die erste Auszahlung von 500€ wurde jetzt ausbezahlt, jedoch fängt das ganze Theater jetzt wieder von vorne an als ich die nächste Auszahlung von 1×500€ und 1× 1000€ beantragt habe...jetzt lehnt das casino alle Dokumente zur Verifizierung der Zahlungsform ab obwohl sie das vorher akzeptiert hatten und wieder Emails geschickt haben Konto ist vollständig verifiziert und paar Minuten später plötzlich nicht mehr...es ist unglaublich was dieses casino sich leistet..

Thank you very much, leftdutty, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi leftdutty,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Okay thank you very much

Okay...vielen Dank

Dear Peter,

We want to inform you that the user has been fully verified since he provided all the necessary documents. His withdrawals are currently in the "pending" status and will be processed shortly.

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for the update.

Dear leftdutty,

Please let me know when you receive your funds.

That came today. I have uploaded the documents several times and have been approved and then subsequently rejected

Das ist heute gekommen. Ich habe die Dokumente mehrmals hochgeladen und wurden genehmigt so wie dann im Nachhinein wieder abgelehnt

I received this on May 29th.

Das habe ich am 29 Mai bekommen.

On May 15th my account was verified

Am 15 Mai wurde mein Konto Verifiziert

Just uploaded my documents again and that was the answer as always

Habe gerade nochmal meine Dokumente hochgeladen und das war wieder einmal die Antwort wie immer

Dear Mr.Bet Casino team,

Could you please explain what is going on?

Dear All,

Apparently, the responsible department requested additional verification and this did not appear in our internal logs. The user successfully uploaded additional documents, his account was fully verified today. The money was sent from our side for processing by the payment provider. Please note that bank transfer withdrawals can take up to 7 working days.

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for explanation.

Dear leftdutty,

Please let me know when you receive your funds. Hope it will work this time.

So far I haven't received any money. Let me know if there's any news.

Bis jetzt habe ich noch kein Geld erhalten. Melde mich wenn es Neuigkeiten gibt.

I got paid. The case is solved. Many thanks to the GURU TEAM

Auszahlung habe ich bekommen. Der Fall ist gelöst.Herzlichen Dank an das GURU TEAM

Dear leftdutty,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter