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Hello, I've been trying to withdraw my money on the site for 2 weeks but they always come up with a new problem. I've played there before and paid out before, but now they want me to verify myself again and constantly want some documents from me. I've been waiting for my payout for 2 weeks and I'm in contact with support every day and every day they want some documents that I've sent several times, the excuses are always that you couldn't recognize the things and had to send them in better quality become, the site is now just a cheek I need quick help!

Hallo, Ich versuche seit 2 Wochen mein Geld auf der Seite auszuzahlen aber die kommen jedes mal mit einem neuen problem an. Ich habe dort schon öfters gespielt und auch schon ausgezahlt aber jetzt wollen die dass ich mich erneut verifziere und wollen ständig irgendwelche dokumente von mir. Ich warte bereits seit 2 Wochen auf meine Auszahlung und stehe jeden Tag mit dem Support im Kontakt und jeden Tag wollen die erneut irgendwelche dokumente die ich schon mehrfach gesendet habe, die ausreden sind dann immer man könnte die sachen nicht erkennen und müsse in besserer qualität geschickt werden, die seite is mittlerweile einfach nur eine Frechheit ich benötige schnelle hilfe!

Dear backage,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. It isn’t anything unusual, that the casino requires additional identity verification.

Would you be so kind as to confirm you provided all the required documents?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, the case has been solved finally got my money. Thanks anyway for wanting to help so quickly 🙂

Hallo, der Fall hat sich gelöst habe mein geld endlich erhalten. Danke trotzdem dass sie so schnell helfen wollten 🙂

Awesome news, backage. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.