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Hello, I won almost €5300 after a bonus payment, which I also wagered using a multiplier. Unfortunately, I've been trying to verify my identity for almost two weeks now. I've submitted all the required documents (according to the guidelines) and keep getting the message that the form can't be approved. The problem seems to be my address verification. I've submitted a bank statement (rejected because it's digital), a savings account statement (rejected because it's digital), a utility bill, an employer's certificate (which was mentioned as an example and rejected), and now a health insurance certificate. Each submission takes me about 24-48 hours to get a notification. Support isn't helping me; they just keep telling me to be patient. But I always get the same response. What should I do?

Hallo , ich habe nach einer bonusgabe knapp 5300 € gewonnen, diese wurden auch mit Multiplikator umgesetzt.Leider versuche ich mich nun fast zwei Wochen lang zu verifizieren. Ich habe jegliche Dokumente (nach Richtlinien) eingereicht und erhalte immer die Antwort, dass das Formular nicht genehmigt werden kann. Leider liegt es bei mir am Adressnachweis. Ich habe einen Kontoauszug (wurde abgelehnt weil digital), Sparkonto ( abgelehnt wegen digital) , Rechnung, Arbeitgeberbescheinigung (wurde als Beispiel genannt und abgelehnt) und jetzt eine Krankenversicherung Bescheinigung eingereicht. Jede Einreichung kostet mich ca. 24-48 h an Zeit bis eine Benachrichtigung kommt. Der Support hilft mir nicht , meint immer nur Geduld. Jedoch kommt immer das gleiche. Wie soll ich mich verhalten.

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Dear Autonomie89,

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

Unfortunately, the verification process isn't letting me proceed. It keeps saying the same thing is missing, even though I'm submitting the correct information. The support team's responses are always very vague and they keep putting me off.

Leider lässt mich der verifizierungsprozess nicht weiter. Es fehlt immer das gleiche und ich reiche das richtige ein. Die Antworten von Support sind immer sehr schwammig und vertrösten mich immer und immer wieder.

I'm sorry to hear that you have problems with verifying your account. Please allow me to ask a few questions to better understand the situation.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

If you email me, please also update the complaint thread so we're notified of your response. Thank you in advance for your reply.

Currently, proof of address is missing. I've submitted countless documents that were also on the list. Bank statements (bank, savings account) are not accepted, nor are employer certificates, health insurance certificates, insurance policies, private insurance, pension statements, and anything over 90 days old. And then it gets difficult. It currently says that no more documents can be submitted because the maximum document upload limit has been reached. See attachment. They review it for 48 hours and then reject it again. I'm truly desperate. I'm in contact with support every day, and I keep hearing the same thing. The staff aren't helping.

Aktuell fehlt der Adressnachweis, ich habe unzählige Dokumente eingereicht , die auch auf der Liste standen. Kontoauszüge (Bank, Sparkonto)werden nicht angenommen , Arbeitgeberbescheinigung nicht, Krankenkassenbescheinigung, Versicherung , private Versicherung, Rente und alles was über 90 Tage ist nicht. Und dann wird es schwierig. Aktuell steht das keine Dokumente mehr eingereicht werden können, weil der maximale Dokumentenupload erreicht ist. Siehe Anhang. Sie prüfen 48 h und dann wird es wieder abgelehnt. Ich bin wirklich verzweifelt.Ich schreibe jeden Tag mit dem Support und man hört ständig das gleiche. Die Mitarbeiter helfen nicht.

Thank you for the clarification.

Please post a screenshot of your account verification page.

You mentioned that you are in contact with customer support every day. Please forward all relevant correspondence to jean.s@casino.guru or post screenshots here.

Thank you in advance for your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Autonomie89,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean