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I requested a payout on 03/04/2023 407 euros! I was told twice in the chat that I can do this because I am already KYC verified! Then an e-mail came I had to verify myself again because it would take 48 hours! In the verification process you can enlarge the passport to see if it is readable, I did that you can read everything very well! After more than 60 hours I got the message I had to do it again because the passport was not legible!? But I also used this image file at other online casinos without any problems, even for verification at the Austrian tax office! Then I made a new one, then they said it would take 48 hours again! I've never experienced anything like this and see the whole thing as stalling and dubious! That's why I ask you at Casinoguru sincerely to help me in this matter! Best regards !

Ich habe am 04.03.2023 eine Auszahlung Beantragt 407 Euro! Mir Wurde im Chat 2 mal Mitgeteilt das ich diese Tätigen kann, da ich schon KYC Verifiziert bin! Dann kam eine E-Mail Ich müsse mich nochmal Verifizieren da würde 48 Stunden dauern! Im Verifizierungsprozess kann man den Reisepass Vergrößern um zu sehen ob er Lesbar ist, das machte ich man kann Alles sehr gut Lesen! Nach mehr als 60 Stunden kam die Mitteilung ich müsse es nochmal machen, da der Reisepass nicht Lesbar sei!? Doch diese Bilddatei Benutzte ich auch bei anderen Onlinecasinos ohne Probleme, selbst zur Verifizierung bei dem Österreichischem Finanzamt! Dann habe ich ein neues Gemacht, dann wird Gesagt es dauere wieder 48 Stunden! Habe so Etwas noch nie Erlebt und sehe das ganze als Hinhalten und als Unseriös an! Deswegen Bitte ich sie Bei Casinoguru Recht Herzlichst mir in dieser Angelegenheit Weiterzuhelfen! Mit freundlichen Grüßen !

Dear ferenzano,

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 passport seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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 Exactly the passport is the only problem! I was already verified with the same one before, since it is valid until 2024! Best regards!

Ja Genau der Reisepass ist das Einzige Problem! Mit Dem Gleichem war ich Vorher schon Verifiziert, da er bist 2024 Gültig ist! Liebe Grüße!

Ok, thank you! Got my money now! Thank you and best regards!

Ok Ich Bedanke mich! Habe Jetzt mein Geld Erhalten! Danke und Liebe Grüße!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ferenzano, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru