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I have verified my account in every way they required, but they keep saying there are issues with my documents. I have received payouts from them before and now I feel cheated, given how much money I have spent in their casino. They are refusing to pay out my winnings. Please help me.

Jag har verifierat mitt konto på alla sätt som dom krävts men dom säger att det är problem med mina dokument hela tiden och jag har fått utbetalning av dom tidigare känner mig lurad så mycket pengar jag har lagt i deras casino. Dom vägrar betala ut min vinst hjälp mig

Dear sergoderen,

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

Could you please specify which documents you are unable to verify? Has the casino explained why these documents are not suitable for your account to be verified?

When was the last time you submitted an identity document to the casino for verification?

Did you accumulate your most recent 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 have uploaded what they required and I have uploaded what I have sent to you with 3 files etc.

Jag har laddad upp det dom krävde och jag har laddad upp det jag har skickat till dom till er med 3 filer mvh

And they paid me a few weeks earlier

Och dom har betalat ut till mig några veckor tidigare

Thank you for the screenshots. Have you uploaded the bank certificate again, ensuring that all four corners of the physical paper are visible?

So I just tried again

Så nyss gjorde jag ett nytt försök

Think all this they are doing for the hell of it because they have paid me money I have won in their casino where I also verified myself and was approved twice last month they gave me so I don't know why they are doing this 😡 mvh sergon

Tänk allt detta gör dom för jävlas för att dom har betalat ut till mig pengar jag har vunnit i deras casino där jag också verifiera mig och blev godkänd två ggr förra månaden gav dom mig så jag vet inte varför dom håller på så😡 mvh sergon

I have Swedbank and I don't know how to solve their last verification I'm asking you 🙏help me etc. Sergon

Jag har Swedbank och jag vet inte hur jag ska lösa deras sista verifiering jag ber er🙏hjälp mig mvh sergon

The document from your bank should be scanned or photographed with the entire paper fully visible, including the corners. Place it on a contrasting background (like you did with your card) so that the full document is clear and easily readable. Would it be possible for you to take such a picture?

will try

ska försöka

But I don't understand specifically which document they want from my bank?

Men jag fattar inte specifikt vilken dokument det är dom vill ha från min bank?

I have sent the following documents to them, am sending them to you as well and am now waiting for them to be reviewed by the casino (48 hours)

Jag har skickat följande dokument till dom skickar dom till er också och väntar nu att dom ska granskas av casinot (48timmar)

My verification was successful this time thanks for the help mvh S🫡

Min verifiering lyckades denna gången tack för hjälpen mvh S🫡

I'm very glad to hear that your verification was successful! Are you now able to proceed with requesting the withdrawal of your winnings? Please keep me updated on any further developments—I hope everything goes smoothly from here!

I got my winning money into the account today, thank you and bow 🙏 to you at guru but I also have to say that it takes you a long time to reply, I wish you were faster ❤️ mvh sergon

Jag fick ut mina vinst pengar på kontot idag tackar och bugar 🙏 er på guru men jag måste måste också säga att tar lång tid på er för att svara hade önskat att ni va snabbare ❤️ mvh sergon

Dear sergoderen,

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, 

Veronika

Casino.Guru