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Hello.

I utilized the deposit bonus for betting. I put in 1000kr via Trustly and received 2000kr. Before I could begin playing, I was required to verify my identity with both my driver's license and passport, along with a recent bill that confirms my identity and where I live. After that, I won and had to turnover a certain number of thousands, essentially 7x the deposit + bonus. I completed this and now have 8600kr AFTER the bonus has been rolled over.

When I attempt to make a withdrawal, it doesn't go through. I've contacted customer service and they've asked me to send a picture of myself holding my ID and a picture of the first transaction I made via Trustly. Despite this, they refuse to pay out my winnings. What should I do?

Hej.

Jag använde mig av insättningbonus för odds. Jag satt in 1000kr genom trustly och fick då 2000kr. Innan jag fick börja spela så var jag tvungen att verifiera med både körkort och pass, en räkning som var ny som visar vem jag är och vart jag bor. Där efter vann jag och var tvungen att omsätta till en viss antal tusen, närmare 7x insättning+bonus. Jag gjorde det och har nu 8600kr EFTER att bonusen är omsatt.

När jag gör ett uttag så går det inte igenom. Har kontaktat kundtjänst och dom ber mig skicka en bild på mig hållandes i mitt id och en bild på min transaktion jag gjorde första gången via trustly. Trots detta så vägrar dom betala ut min vinst. Vad ska jag göra?

Dear alexanderalvear,

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. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear alexanderalvear,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.