Celebrino Casino - Hráč čelí problémům s stažením kvůli změně jména.

I made a deposit of 50 euros with my MasterCard without any issues, but I couldn't withdraw using the same card because my last name is listed as Norell on it and Bugiel in my profile. I was married many years ago and had taken my ex-husband's last name, Bugiel, but I've been divorced since 2013. I believe I have reverted back to my maiden name, Norell. I have submitted a personal certificate stating I am divorced and all the documents they requested, even my address on a bill, and my latest rent receipt. How can I withdraw my money? Please help me.

Jag har gjort insättning 50 euo med mitt mastercard inget problem men uttag med mitt mastercard gick inte för det stod Norell på mitt efternamn och Bugiel i min profil jag var gift för många årsedan tog då hans efternamn Bugiel men är skild åxå sedan 2013 tror jag har tagit tillbaka mitt tidigare efternamn som ogift Norell har skickat in personbevis där det står skild har skickat in alla dokument som dom ville ha nu sist var det min adress på en räkning har skickat in senaste hyresavin hur ska jag få ut mina pengar hjälp mig

Hello carolabugiel64,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Celebrino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification is complete could not verify approved have submitted ID photo of leg. photo of my mastercard bank statement two bills with my address on but not going through it was fine to deposit 50euo but to withdraw did not work and the documents did not arrive but they wrote what documents they wanted so now I'm breaking down soon on this damn hassle have always been approved before

Verifieringen är klar som kunde inte verifiera godkänt har skickat in personbevis foto på leg.foto på mitt mastercard bankuttdrag två räkningar med min adress på men går inte igenom det gick bra att sätta in 50euo men att ta ut gick inte och dokumenten dög inte fast dom skrev vilka dokument dom ville ha så nu bryter jag ihop snart på detta jäkla krångel har alltid blivit godkänd tidigare

Hello carolabugiel64,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

Dear carolabugiel64,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.