StayCasino - A retirada do jogador está atrasada devido a problemas com documentos.

This casino just won't pay out I hate it so much.

They refuse to accept my documents even though these documents are accepted at every other casino, but they are never accepted here.

Unbelievable, I really stress myself out all the time.

Butte casino guru is putting pressure on them to accept the documents because I need the money.

Dieses Casino will einfach nicht auszahlen ich hasse es so sehr.

Sie verweigern sich meine dokumente zu akzeptieren obwohl ich bei jedem anderen casino diese dokumente akzeptiert werden aber hier werden sie niemals akzeptiert.

Unglaublich wirklich ich stresse mich die ganze zeit.

Butte casino guru macht denen druck das sie die dokumente akzeptieren weil ich das geld brauche.

Dear mihaelstnc,

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 you have already provided and when exactly you sent the last one?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

All documents have been submitted and confirmed. I even confirmed my payment, but they want to see more details about what my bank has already sent me. I sent the casino a bank statement with the name and everything on it from the deposit, but they won't accept that either. I tried several times to contact the bank, but they don't send any deposit receipts, so I'm helpless. There's nothing I can do.

Alle Dokumente wurden eingereicht und bestätigt ich hab meine zahlung sogar bestätigt aber sie wollen genaueres sehen was meine bank mir schon geschickt. Ich hab dem Casino einen Kontoasuzug mit namen alles was draufsteht von der Einzahlung geschickt aber das wollen sie auch nicht akzeptieren dann hab ich versucht mehrmals die bank zu erreichen sie schicken keine solche einzahlungsbelege also bin ich ohne hile da ich kann nichts machen.

Thank you very much for your reply, mihaelstnc. 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 mihaelstnc,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru