CasinoBuck - Hráč se snaží dokončit ověření KYC.

Hello, I finally got really lucky in dog house and won € 500. Now I want to have it paid out to me but the casino refuses my documents all the time only next month what should i do now and the support well they don't seem to understand my problem i ask for help

Hallo ich habe richtig glück in dog house endlich mal gehabt und habe 500€ gewonnen nun will ich mir diese auszahlen lassen aber das casino lehnt die ganze zeit meine dokumente ab sie wollen ständing einen kontoauszug meiner neuen adresse sehen aber leider habe ich da noch keinen bekomme erst nächsten monat einen was soll ich nun tun und der support naja der versteht mein problem scheinbar nicht ich bitte um hilfe

Dear lennys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Have you received any explanation from the casino about what is wrong with your documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have everything except for an account statement I unfortunately only have an account statement with the old address because I moved here, as I said, but the casino still accepts it. I have already presented a registration certificate and it was also rejected directly

ich habe alles bis auf ein kontoauszug ich habe leider nur ein kontoauszug mit der alten adresse da ich wie gesagt hier her umgezogen bin aber trotzdem akzeptiert das casino es nicht habe auch schon eine meldebescheinigung vorgelegt wurde auch direkt abgelehnt

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you.

Dear lennys,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.