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I have big problems getting my withdrawal. The withdrawal has now been rejected 6 or 7 times. I have been told that I have been verified 3 times and that everything is fine, I have screenshots of everything. The last thing they are asking for now is a selfie with a passport and a paper with handwriting, something I have never experienced before. I sent in a selfie with an ID yesterday. I have also sent in everything else they have asked for. As I said, I have been told 3 times that I am verified. I feel like this casino is making fun of me. Can you please help me so that I get my withdrawal. I also do not receive any email about why it is rejected time and time again, but have to go into chat to ask.

Jeg har store problemer med å få mitt uttak. Uttaket er nå avvist 6 eller 7 ganger. Jeg har fått beskjed om at jeg er verifisert 3 ganger og at alt er i orden, jeg har screenshots av alt. Det siste de spør om nå er selfie med pass og papir med håndskrift, noe jeg aldri har opplevd før. Jeg sendte inn selfie med id i går. Jeg har også sendt inn alt annet de har bedt om. Som sagt har jeg fått beskjed 3 ganger om at jeg er verifisert. Jeg føler dette casinoet gjør narr av meg. Kan dere være vennlige å hjelpe meg så jeg får mitt uttak. Jeg mottar heller ingen mail om hvorfor det blir avvist gang på gang, men må gå inn i chat for å spørre.

Dear J1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please clarify when exactly you sent the last document(s)? Do I understand correctly that it was rejected?
• Did you accumulate your winnings with or without an active bonus?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

No, I haven't received my withdrawal yet. I've been notified four times now that I'm verified. Each time they come up with a new document I need to send and cancel the withdrawal. Sending with screenshots.

Nei, jeg har ennå ikke mottatt mitt uttak. Jeg har fått beskjed fire ganger nå at jeg er verifisert. Hver gang kommer de på ett nytt dokument jeg skal sende og avbryter uttaket. Sender med screenshots.

And once again my withdrawal has been cancelled. I have asked every single time if they are sure everything is in order and if there is any other documentation they need. They tell me 4 times that I am verified and can make a withdrawal. If they know there is something else they need, why don't they tell me when I ask. They just take their time and reject withdrawals over and over again, even though they say everything is in order.

Og en gang til har mitt uttak blitt kansellert. Jeg har spørt hver eneste gang om de er sikre på at alt er i orden og om det er noe annen dokumentasjon de trenger. De forteller meg 4 ganger at jeg er verifisert og kan gjøre uttak. Om de vet det er noe mer de trenger, hvorfor forteller de ikke det til meg når de spør. De bare drar ut tiden og avviser uttak gang på gang, selvom de sier alt er i orden.

I have had a lot of calls to ask what the problem is, as they do not send an email to tell me. It is completely impossible to get my withdrawal. The last thing I had to send is a selfie, with ID, while holding a piece of paper that I have written on. Before this, I had already sent a picture of ID and a selfie with ID. I do not understand that they can say 4 times that I am verified and still reject the withdrawal. I have specifically asked to be informed about everything else that is relevant to send, so I will not do this. When the finance department knows they need more, why do they not ask for everything at once? Instead of asking for one more document, then rejecting, asking for one more document, then rejecting. Over and over and over again.

jeg har hatt masse samtaler for å spørre om hva problemet er, ettersom de ikke sender mail å forteller meg det. Det er helt umulig å få uttaket mitt. Det siste jeg måtte sende er en selfie, med id, mens jeg holder ett papir som jeg har skrevet på. Før dette hadde jeg allerede sendt inn bilde av id og en selfie med id. Jeg forstår ikke at de kan si 4 ganger at jeg er verifisert med likevel avvise uttak. Jeg har konkret spørt om å få opplyst om alt annet som er aktuelt å sende inn, så jeg slipper dette. Når finans avdeling vet de trenger mer, hvorfor ber de ikke om alt med en gang? Istedenfor å spørre om ett dokument til, for så å avvise, spørre om ett dokument til, for så å avvise. Gang på gang på gang.

Now suddenly the problem is withdrawals to cards, then they ask if I can make a withdrawal to Skrill, which is not an option, then they ask if I can make a withdrawal to mifinity, but they reject this withdrawal right away. Now suddenly they don't know what the problem is. This is starting to get completely ridiculous. Everything they do not want to pay out my withdrawal

Nå er plutselig problemet uttak til kort, så spør de om jeg kan gjøre ett uttak til Skrill, som ikke er et alternativ, så spør de om jeg kan gjøre til mifinity, men dette uttaket avviser de med en gang. Nå vet de plutselig ikke hva problemet er. Dette begynner å bli helt tullete. Alt de gjør for å ikke betale ut uttaket mitt

Now they asked me to use card withdrawal again, that was also rejected right away. They just say a lot of different nonsense and reject time and time again. Please help me, I have never met a casino that acts like this.

Nå spurte de meg om å bruke uttak med kort igjen, det ble også avvist med en gang. De bare sier masse forskjellig tull og avviser gang på gang på gang. Vær så vennlige å hjelpe meg, jeg har aldri møtt et casino som holder på slik som dette.

And now they're going to have to verify my bank card again, which I've already sent in. There's just something new all the time, I have a lot more I could load here. This is the sickest thing I've ever been a part of.

Og nå skal de ha bankkort bekreftelse igjen, som jeg allerede har sendt inn. Det er bare noe nytt hele tiden, jeg har mye mer jeg kunne lastet inn her. Dette er det sykeste jeg har vært med på.

5 times I have been notified that I am verified.

5 gang jeg har fått beskjed om at jeg er verifisert.

And now they Are telling me to make many small ones.

Now they say I CANNOT use Skrill and mifinity, why won't they answer. Revolut rejected bank card payments from them, said it was something shady and that Revolut's system refused such payments. I have asked about all the other payment solutions they say they have, but they don't do much to help. Just say they can't do anything for me.

Nå sier de jeg IKKE kan bruke Skrill og mifinity, hvorfor vil de ikke svare på. Revolut avviste bankkort betaling fra dem, sa det var noe shady og at systemet til Revolut nektet slike innbetalinger. Jeg har spurt om alle de andre betalingsløsningene de sier de har, men de gjør ikke stort for å hjelpe. Bare sier de ikke kan gjøre noe for meg.

I have now received my money to MiFinity. This has really been a bit of a process, but they were finally able to resolve the issue.

Jeg har nå mottatt mine penger til MiFinity. Dette har virkelig vært litt av en prosess, men de klarte til slutt å løse problemet.

Dear J1990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru