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Hello,

Yesterday, I requested a withdrawal and uploaded all the necessary verification documents. Yet, it keeps getting rejected, and they keep asking for new documents.

A six-month transaction report from my Skrill account and Paysafe account, six months of my salary proofs, and also bank statements were among these. All of it got approved!!! Despite this, it's still being rejected. The alleged reason is that there's a discrepancy between my pay slip and the salary shown on the bank statement. However, this is not true. The payout amount on the pay slip is always on the 2nd page! Everything matches.... Yet it has been rejected 5-6 times now... I honestly don't understand all the glowing reviews. I've never had so much stress anywhere else.

Hallo,

ich habe gestern eine Auszahlung beantragt und alle Dokumente zur Verifizierung hochgeladen. Immer wieder wird es abgelehnt und es werden neue Dokumente gefordert..

6 monatiger Transaktionsbericht von meinem Skrill Konto + Paysafe-Konto, 6 monatige Nachweise über mein Gehalt, ebenfalls Kontoauszüge. Es wurde alles genehmigt!!! Und es wird trotzdem abgelehnt, der Grund dafür ist: Angeblich stimmt meine Gehaltsabrechnung nicht mit dem Gehalt auf dem Kontoauszug überein. Dies stimmt aber nicht, der Auszahlungsbetrag der Gehaltsabrechnung steht immer auf der 2. Seite! Es stimmt alles überein.... Es wurde inzwischen 5-6 Mal immer wieder abgelehnt... Ich verstehe die super Rezessionen leider absolut nicht. So viel Stress hatte ich noch nirgends.

Dear Pepenella,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

I know that a payout can take longer.

It's about the fact that I suddenly have to upload new things again and again. At first it was only called Skrill and Paysafe. Then 6 months. Then salary. Then bank statements. Then allegedly the salary does not match the bank statements, which is not true. Apparently they can't read a pay slip properly or I don't know. It's really exhausting... I thought you could help me with that.

Hallo,

ich weiß das eine Auszahlung länger dauern kann.

Mir gehts darum, dass ich auf einmal immer wieder neue Sachen hochladen muss. Erst hieß es nur Skrill und Paysafe. Dann 6 Monate. Dann Gehalt. Dann Kontoauszüge. Dann stimmt angeblich jetzt Gehalt nicht mit Kontoauszügen überein, was nicht stimmt. Scheinbar ist denen es nicht möglich eine Gehaltsabrechnung richtig zu lesen oder ich weiß es nicht. Es ist wirklich anstrengend… ich dachte Sie könnten mir da behilflich sein.

Do I understand correctly that your account has not yet been successfully verified? Could you please advise which documents have been accepted and which have been rejected by the casino?

Also, please forward any relevant communication between you and customer support to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

All things were approved for verification, but they always want something new.

Now I've received another email, if nothing is clarified now, then I'll send you everything 🙂

Es wurden sämtliche Sachen genehmigt für die Verifizierung, aber immer wieder wollen die dann doch was Neues haben.

Nun habe ich wieder eine Mail bekommen, wenn sich daraufhin jetzt nichts klärt, dann lasse ich dir alles zukommen 🙂

the verification finally worked and the payment was made!!!! 🍀☺️

die Verifizierung hat endlich geklappt und die Auszahlung ist erfolgt!!!! 🍀☺️

Dear Pepenella,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru