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I have made deposits using my partner's card and also through my bank account. I deposited money and for withdrawal, she had to write an affidavit stating that it was fine for me to use the card for deposit/withdrawal. She did this using her identity card and the card that was used.

It was approved but then they deactivated my account because I was asked to deposit more money in order to be able to withdraw(?) and I said that I don't have money for that (only because I refuse), why should I deposit more money when I have 500 kr that I could use for gambling if I want, but I wanted to withdraw them?

Then, they asked for my account information (screenshot) from the bank with the account number, date, name, and personal number, which I submitted, but did not get a response. When I made contact again, it had not been approved and they only responded that something was not visible but it was. I have submitted the information 3 times and they are still apparently denying it. It's been 3 weeks now and I'm starting to tire. Thieves.

Jag har satt in pengar via min sambos kort och även via mitt bankkonto. Jag satte in pengar och vid uttag var hon tvungen att skriva ett intyg på att det var okej att jag använd kortet för insättning/uttag. Vilket hon gjorde med sitt legitimation samt kortet som användes.

Det godkändes men då inaktiverade dom mitt konto för jag blev ombedd att sätta in ytterligare pengar för att kunna ta ut(?) och jag sa att jag inte har pengar för det, (endast för jag vägrar) varför ska jag sätta in mer pengar när jag har 500kr som jag kan spela för om jag vill men jag ville ha ut dom?

Sen har dom bett om mina kontouppgifter (printscreen) från bank med kontonummer, datum, namn och personnummer vilket jag skickade in men då fick jag inte svar och när ja hörde av mig igen så hade de inte blivit godkänt och får till svar bara att något av det inte syntes men de gjorde de har skickat in de 3 gånger och dom nekar tydligen fortfarande. Det har gått 3 veckor nu och jag börjar tröttna. Tjuvar.

Dear OkanE,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes! I understand this and all the documents have been sent several times and they have approved it except now my own bank account. As I have sent twice and get no sensible answers.

Ja! Jag förstår detta och alla dokument är skickade flera gånger och dom har godkänt det förutom nu mitt egna bankkonto. Som jag skickat två gånger och får inga vettiga svar.

Thank you very much, OkanE, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Has resolved

Har löst sig

Hello, OkanE,

Great news! Thank you for confirmation. I am glad your issue has been resolved. I will now mark your complaint accordingly in our system.

Best regards,

Branislav, Casino.guru