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Hi

They keep forwarding a document stating that I live where I opened the casino 4 years ago. But I no longer live at this address and I sent a re-registration form from my city which says that I lived there but moved on such and such a date..

Could you please help me

Hallo

sie vordern ständig ein Dokument wo drauf steht das ich da wohne wo ich vor 4 Jahren das Casino eröffnet habe. Wohne aber nicht mehr an dieser Adresse und habe von meiner Stadt ein ummelde Formular hingeschickt wo drin steht das ich da gewohnt habe aber an dem und dem Datum umgezogen bin..

können sie mir bitte helfen

Dear lordcrepper,

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 verifying your new address seems to be the only obstacle standing between you and your winnings? Have you contacted the casino when you moved to your new address?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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's actually just that he doesn't want to verify me because I now live on a different street and I didn't register at the casino right away because I wasn't allowed to enter my new address in the settings. Got all the proof from the city, a document that says I've moved.

thanks for the help from the casino feels let down!!!

Kind regards

Sven S******

Ja genau es geht eigendlich nur darum das er mich nicht verifizieren möchte da ich jetzt in einer anderen Straße wohne und hab mich nicht gleich am Casino umgemeldet da ich in den Einstellungen meine neue Adresse nicht eintragen durfte. Hab jetzt alles Beweis von der Stadt ein Dokument geholt wo drauf steht das ich umgezogen bin.

vielen Dank für die Hilfe vom Casino fühlt man sich im Stich gelassen !!!

Mit freundlichen Grüßen

Sven S******

Thank you very much, lordcrepper, 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 lordcrepper,

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 Rich Casino to the conversation to participate in the resolution of this complaint.

I just got a notification that my account has now been verified and that I can pay out, many thanks for that !!!! Now I wanted to pay it out and realized that I can't have it paid out to my Mastercard even though I've already loaded money into the casino account with my Mastercard. Unfortunately I don't have a bitcoin account where I could send it

Habe eben eine Benachrichtigung bekommen das mein Konto jetzt veriefiziert wurde und das ich auszahlen kann, vielen lieben dank dafür !!!! Jetzt hab ich es auszahlen wollen und gemerkt das ich nicht auf meine Mastercard auszahlen lassen kann obwohl ich schon mit meiner Mastercard Geld aufs Casino Konto geladen habe. Habe leider kein bitcoin Konto wohin ich es senden könnte

Hello,

We hope this message finds you well!

Kindly note that in order to have a proof of address accepted for your account, the address registered on the account should match the one on the proof of address. Normally, the order would be to first request the change of address on the profile via email to our Security department, and afterwards supply the proof of address.

Since we only received the proof of address without the prior address change request, it was initially declined. However, we understood now that the proof of address is because of an address change, we have updated your address on your profile and validated your proof of address.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Ok thank you for everything I hope everything goes smoothly when sending the money

Thanks to all

Ok vielen Dank für alles hoffe das es beim senden vom Geld auch alles glatt geht

Danke an alle

Hi all,

Thank you for your replies.

Dear lordcrepper,

Please let me know when you receive your funds.

Dear lordcrepper,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello, they didn't pay out my winnings so you can close the case

Hallo die haben mein Gewinn nicht ausgezahlt also kannst den Fall schließen

Many Thanks

Vielen dank

Are you sure you want to close the case? Did you lose the funds playing?

Dear lordcrepper,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Many thanks for the help

Vielen Dank für die Hilfe

Dear lordcrepper,

I will close the complaint as per your request. 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