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I've been trying to get my prize since September 11th, 2022, but I'm constantly being put off for verification. Now I've uploaded these documents 4 times and again no result. I really feel like I've been fooled...

Seit 11.09.2022 versuche ich meinen Gewinn zu erhalten doch werde ich ständig vertröstet zwecks Verifizierung jetzt habe ich diese Dokumente schon 4mal neu hochgeladen und wieder kein Ergebnis Ich komme mir echt schon verarscht vor…

Dear nathykaufi,

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 been informed what specifically seems to be a problem in verifying your account?

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

Now I have the documents (always different) electricity bill, tax office, operating cost statement, and last but not least a lawyer’s letter……no more is possible….already uploaded 5 times and rejected again I can’t show proof of my residential address anymore….

Jetzt habe ich die Dokumente ( immer andere)Stromrechnung, Finanzamt,Betriebskosten Abrechnung, und zu guter letzt ein Anwalts Brief ……mehr geht nicht mehr….schon 5 mal hochgeladen und wieder abgelehnt mehr kann ich zu meinem Wohnadresse Nachweis nicht vorweisen….

Thank you very much, nathykaufi, for providing all the necessary information. 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 nathykaufi,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Many Thanks

Vielen Dank

Dear All, 

Please be informed that the user's account was successfully verified and withdrawal request was processed.

If you have any additional questions, we'd be happy to assist you with them. 

Best regards, 

Mr.Bet Casino team 

Thank you Mr.Bet Casino team for the update.

Dear nathykaufi,

Can you confirm that your account was successfully verified? Can we consider the issue to be resolved?

Thank you very much... yes the problem has been solved... my account has been verified successfully...

Kind regards

Vielen Dank….. ja das Problem hat sich erledigt… mein Konto wurde erfolgreich Verifiziert….

mit freundlichen Grüßen

Thank you nathykaufi for the information.

I'm glad to hear that your account was verified. 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