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Hello,

Over 2 weeks ago, I won a large sum. When I tried to withdraw it, something I successfully did a few months ago, I was asked to verify my account once more. Unfortunately, I had trouble with this because the list of required documents seemed too vague to me. I don't understand why I'm not informed about which documents were successful for verification and which were insufficient! I kindly ask you to contact me and explain exactly where the error in this verification process lies.

Hallo,

ich habe vor über 2 Wochen eine hohe Summe gewonnen. Als ich sie auszahlen wollte, was ich vor einigen Monaten schon einmal gemacht hab, wurde ich aufgefordert mein Konto nochmals zu verifizieren. Leider hatte ich Probleme damit, weil die Dokumentenliste für mich zu ungenau wirkte. Ich verstehe nicht, warum mir nicht benannt wird, welche Dokumente erfolgreich im Bezug auf die Verifizierung waren und welche Dokumente unzureichend! Ich bitte Sie mit mir in Kontakt zu treten und mir genau erklären, wo der Fehler in dieser Verifikation liegt..

Dear ciiaramariiah,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents the casino requested and which you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Thank you for your quick response!

I am enclosing a screenshot of the document list for verification.

At first I didn't fully understand and was confused as to what exactly was required for documents. When I asked what was missing or wrong, I unfortunately didn't get a concrete answer. Can you help me?

vielen Dank für Ihre schnelle Rückmeldung!

Ich sende Ihnen anbei einen Screenshot mit der Dokumentenliste zur Verifizierung. 

Ich habe zuerst nicht ganz verstanden und war überfragt, was genau für Dokumente gefordert werden. Auf Nachfrage, was denn fehlt oder falsch war, hab ich leider keine konkrete Antwort bekommen. Können Sie mir helfen? 

Thank you very much for your reply, ciiaramariiah. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ciiaramariiah,

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.