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Hello, I've been trying to verify myself since March 17th. I kept being asked for new documents. On Monday, it finally worked; there were no new requests, and I was verified. I then tried to withdraw my money again. Then yesterday, the surprise came: the withdrawal was canceled again. The casino now wants new documents again, this time proof of salary.

Hallo seit 17.3 Versuche ich mich zu verifizieren . Immer wieder wurden neue Dokumente gefordert. Jetzt mit Montag klappte es endlich es kamen keine neue Forderungen und ich wurde verifiziert . Habe dann wieder versucht mein Geld auszuzahlen. Gestern kam dann die Überraschung die Auszahlung wurde wieder storniert. Das Casino möchte jetzt wieder neue Dokumente diesmal Gehaltsnachweis .

Dear Hanseat95,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I was verified and they said they were processing my payout and now all of a sudden I have to submit new documents again

Ich war ja Verifiziert und es hieß sie bearbeiten meine Auszahlung und jetzt auf einmal muss ich wieder neue Dokumente einreichen

Update: My salary slip was accepted, but of course they want another document. Now I had to upload a picture of my bank card...

Update : Gehaltsnachweis wurde akzeptiert aber natürlich wollen sie wieder ein Dokument . Jetzt musste ich noch ein Bild meiner Bankkarte hochladen ...

Update: the picture of my bank card was approved, now I am verified again and am waiting for my payout again.

Let's see how long it takes until the payment is canceled and new documents are requested.

Update : das Bild meiner Bankkarte würde genehmigt jetzt bin ich erneut verifiziert und warte wieder auf meine Auszahlung.

Mal sehen wie lange es dauert bis die Auszahlung wieder storniert wird und neue Dokumente gefordert werden ..

Now I'm being told again that my payout will take 30 days...

Jetzt wird mir wieder mitgeteilt das meine Auszahlung 30 Tage dauert...

The complaint can be closed. I received my money today.

Die Beschwerde kann geschlossen werden. Ich habe mein Geld heute erhalten

Dear Hanseat95,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru