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I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.

My escalation ticket ID there is: LINCUK

Ich wollte auszahlen, dann sollte ich mich verifizieren, mein Personalausweis war ok wurde angenommen, das Selfie wurde dann angelehnt, mit der Begründung es sei nicht die selbe Person, dies stimmt nicht mein Foto auf den Ausweis ist mehr als 4 Jahre alt, und ich habe mittlerweile längere Haare. Das hatte ich den Support auch mitgeteilt dann wurde mein Konto gesperrt, ein paar Stunden später war beim Konto wieder aktiv und ich sollte einzahlungsnachweise einreichen von meinen beiden Einzahlungen. Ich habe dort nur mit Krypto eingezahlt über eine Trust Wallet. Dort steht kein Name oder Anschrift. Das wissen die Leute vom Casino auch und ich hatte dort nur 66€ eingezahlt. Völlig lächerlich dafür einen Nachweis zu verlangen. Das Konto ist gesperrt aber ich kann mich noch anmelden. Aber keine Spiele mehr spielen. Der Casino Support hilft mir nicht und mein Konto bleibt gesperrt und nicht verifiziert obwohl das Casino meinen Personalausweis etc. hat.

Mein Eskalation Tickt ID dort ist: LINCUK

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I achieved these winnings without using a bonus. The photos show all the games I played and how much I won in each game (highest win). I sent you the selfie via email.

Die Gewinne hatte ich ohne Bonus erzielt, in den Fotos sehen sie alle Spiele die ich gespielt hat und auch wieviele ich in den verschiedenen Spielen ( höchster Gewinn) gewonnen hatte. Das Selfie habe ich ihnen per email geschickt.

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Thank you for your reply and for providing the selfie.

Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.

Could you please send me a clear photo of your ID as well?

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.