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Hello,

I have an open withdrawal of €1000 at Big5 casino which is not being processed as they do not accept verification.

I have sent all requested documents such as passport, proof of address, bank proof and Paysafe account proof with transaction to the casino!

However, this is not accepted because the residential address is not visible on the bank statement. Which is no longer possible according to the data protection law!

Unfortunately, it is also not possible to make a screenshot on the Paysafeaccount 1 where the name and the transaction can be seen at the same time...

So I'm asking you for help on how to fix the problem.

Thanks

Kind regards

Hallo,

Ich habe bei Big5 casino eine offene Auszahlung von 1000€ die nicht bearbeitet wird, da sie die Verifizierung nicht akzeptieren.

Ich habe alle angeforderten Unterlagen wie Reisepass, Adressnachweis, Banknachweis und Paysafekonto Nachweis mit Transaktion den Casino zukommen lassen !

Jedoch wird dies nicht akzeptiert weil auf den Banknachweis die wohnadresse nicht sichbar ist. Was laut den Datenschutzgesetz nicht mehr möglich ist !

Ebenso ist es leider nicht möglich auf den Paysafeaccount 1 screenshot zu machn wo name und gleichzeitig die Transaktion zu sehen ist …

Daher bitte ich sie um hilfe wie ich das Problem beheben kann.

Danke

Mit freundlichen Grüßen

Hello Martin23,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Big5Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? What did the casino say once you let them know that you can't access such a document with all the information required? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, thanks for your help.

If you have an e-mail address for me, then I can send you all the correspondence with the documents that have been sent.

thanks

Kind regards

Hallo, danke für ihre hilfe.

haben sie bitte eine e-mail Adresse für mich dan kann ich ihnen den gesamten Schriftverkehr mit gesendeten Dokumenten zukommen lassen.

danke

Mit freundlichen Grüßen

Please forward it all to nikolas.b@casino.guru.

I sent you an e-mail with all the documents.

Thanks for your help

Ich habe ihnen eine e-mail mit allen Unterlagen geschickt.

danke für ihre hilfe

Thank you Martin23 for all the information. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Many Thanks

Vielen dank

Hi Martin23,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Big5Casino to join this conversation and share more information regarding the case.

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account verified? 

We are looking forward to hearing from you!

Best regards,

Tomas

Dear Casino Guru team and Martin23,

We are sorry to see that player is having issues with the verification process.

After checking with our relevant department we have been informed that to be able to fully verify player account we are missing 2 documents.

On the 17th of October, our relevant department sent an email to the player with a detailed explanation of how documents should look like for us to be able to verify the account and unfortunately we have not received any reply back from the player.

We have sent now another e-mail to the player with all details regarding his verification process and we would kindly ask the player to provide us with the missing documents so we can complete the account verification.

Since we can't share much information publicly if Casino Guru needs a detailed explanation we are willing to provide it over e-mail.

Best regards

Customer Experience Team

Dear Big5Casino,

Thank you for updating us on the situation. If it's not possible to share the information directly here, you can send them to my email address (tomas.k@casino.guru).

Thank you for your cooperation.

Kind regards,

Tomas

Dear Tomas,

Thank you for your reply and for providing us with your e-mail address.

We have sent you all the details by e-mail, and once again we would like to invite our player to reply back to us with the documents we still need to be able to verify his account.

Best regards

Customer Experience Team

Hello Martin23,

I hope you are doing well. Could you please update us on the current situation? Are you in touch with the casino's team regarding the missing documents you need to provide to them?

Let us know so we can investigate further.

Thank you very much.

Kind regards,

Tomas

Dear Martin23,

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.

Hello , thank you for your help.

I have now given up verifying at the casinos! I am still not able to get these documents as the casino demands!

unfortunately I don't have the nerve for it anymore.. what a pity! Thank you Best regards

Hallo , vielen Dank für ihre hilfe.

ich habe mittlerweile aufgegeben die Verifizierung bei den casino durchzuführen! Es ist mir nach wie vor nicht möglich diese Dokumente zu bekommen wie das Casino es fordert!

ich habe leider keine Nerven mehr dafür .. schade ! Danke Mit freundlichen Grüßen

Hello Martin23,

I'm sorry to hear that. Does it mean that you don't need us anymore to assist you further with this case?

Please let me know, we're here to help if you decide to continue seeking a resolution.

Kind regards,

Tomas

No... for me the case is closed!

anyway thanks a lot for your effort and help..

Kind regards

Nein … für mich ist der fall abgeschlossen!

trotzdem vielen Dank für ihre mühe und hilfe ..

Mit freundlichen Grüßen

Thank you, Martin23, for your reply.

Unfortunately, as you have decided to stop seeking a resolution, I’m afraid there’s nothing more we can do, and I will now reject your complaint.

Please do not hesitate to contact us in the future. We are here to help.

Kind regards,

Tomas