Royal Stars Casino - Η επαλήθευση και η απόσυρση του παίκτη καθυστερούν.

Dear CasinoGuru team,

Unfortunately, I have not had any good experiences with the above-mentioned casino so far. My verification and withdrawal are still not completed. The live chat is completely incompetent in helping me or answering my questions.

I now want to receive my money!

Sehr geehrtes Team von Casinoguru,

leider habe ich bisher keine guten Erfahrungen mit dem oben genannten Casino machen können. Meine Verifizierung, sowie Auszahlung ist immer noch nicht abgeschlossen. Der Livechat hat überhaupt keine Kompetenzen mir weiterzuhelfen oder fragen zu beantworten.

Ich möchte nun mein Geld erhalten!

Dear Ikarusxt, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino yet?

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, 

Veronika

I'm the last person who doesn't understand this. But all the documents were submitted before I started playing.

ID both sides

Bank statement for proof of address

payment confirmation

no, I'm still waiting.

Ich bin der letzte, der kein Verständnis dafür hat. Aber alle Dokumente wurden bereits vor meinem Beginn zu spielen eingereicht.

Ausweis beide Seiten

Kontoauszug für adressnachweis

zahlungsbestätigung

nein ich warte weiterhin.

I also took the required format into account.

Auch das geforderte Format habe ich berücksichtigt.

Now, after the fifth chat contact today, I suddenly received a message saying that I should have received an email yesterday requesting further documents. However, I did not receive an email. I have never had any problems verifying my documents in any of this company's casinos before. The documents that I uploaded were always OK. But here in this casino, it suddenly turns out that new documents are being requested. After I sent a screenshot of this email, the only response I received was from support saying that they would forward it to the responsible team and that I should be patient. I have run out of patience. Everything is being artificially dragged out here. Please ask the casino to finally request a payout here. My documents are genuine and I am the owner of the account. There is nothing to complain about here.

Nun habe ich nach dem fünften Chat Kontakt heute, plötzlich die Meldung erhalten, dass ich gestern eine Mail erhalten haben soll, wo weitere Dokumente angefordert werden sollen. Jedoch habe ich keine Mail erhalten. In keinem der Casinos dieser Firma hatte ich zuvor Probleme mit der Verifikation meiner Dokumente. Die Dokumente, die ich hochgeladen habe, waren soweit immer okay. Doch hier in diesem Casino fällt plötzlich auf, dass neue Dokumente angefordert werden sollen. Nachdem ich darum Screenshot dieser Mail zu zu schicken, kam nur die Antwort des Supports, dass man dies dem zuständigen Team weiterleiten würde und ich Geduld haben solle. Meine Geduld ist erschöpft. Hier wird alles künstlich in die Länge gezogen. Bitte fordern Sie das Casino auf, hier nun endlich die Auszahlung anzufordern. Meine Dokumente sind echt ich bin Inhaber des Kontos. Hier ist nicht zu beanstanden.

At around 5 p.m., I sent all the documents that were requested, plus a selfie with my ID and an account confirmation, to the finance department by email. I am very dissatisfied with the live chat at this casino. I have received absolutely no response from the finance department by email. I am happy to provide the documents that I sent to the casino if that is necessary, please let me know as soon as possible.

ich habe gegen 17:00 Uhr, noch mal alle Dokumente die angefordert worden sind plus ein Selfie mit meinem Ausweis und einer Konto Bestätigung per Mail an die Finanzabteilung gesendet. Ich bin sehr unzufrieden mit dem Live Chat dieses Casinos. Per Mail erhalte ich von der Finanzabteilung absolut keine Rückmeldung. Gerne stelle ich die Dokumente, die ich an das Casino gesandt habe zur Verfügung wenn das nötig sein sollte, bitte teilen Sie mir das schnellstmöglich mit.

Still no response from the casino!

Weiter keine Rückmeldung durch das Casino!

I have told the live chat several times that I am not receiving any emails from them. And instead of helping me to make it work, they just keep telling me to wait for a reply. But that doesn't work if I don't seem to be receiving any emails!!! The support is absolutely unwilling to help me!

Ich habe den livechat mehrmals mitgeteilt, dass ich keine Mails von ihnen erhalte. Und statt mir zu helfen, dass das funktioniert wird immer nur geschrieben ich solle auf Antwort warten. Aber das geht nun mal nichts wenn ich scheinbar keine Mails empfange!!! Der Support ist absolut nicht gewillt mir zu helfen!

@veronika?

@veronika?

Thank you for the update. Can you please specify when you sent the most recent identity documents to the casino? If it was today, it's important to be patient and wait for the casino team to check and approve the documents. We usually recommend that players wait several working days for their verification to be completed. In the meantime, please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you for your patience and your cooperation.

That was 2 days ago. I also wrote emails yesterday and today.

Unfortunately I can't download the chat logs with the casino.

Das war vor 2 Tagen. Ich habe zusätzlich Mails gestern und heute geschrieben.

die Chatlogs mit dem Casino kann ich leider nicht herunter laden.

I uploaded the original documents about 3 days ago

Die ursprünglichen Dokumente habe ich vor knapp 3 Tagen hochgeladen

Please help I depend on the money

Bitte um Hilfe ich bin auf das Geld angewiesen

This live chat is getting on my nerves!! They have absolutely no control over anything, constantly giving different statements.. informed several times that I am not receiving any emails... then 8 colleagues tell me to wait for 2 days... the 9th colleague says a document is missing... no one can say whether it has arrived... really bad communication

Dieser livechat raubt mir die Nerven!! Sie haben überhaupt keine Handhabe über irgendwas, ständig unterschiedliche Aussagen.. mehrmals informiert, dass ich keine mails erhalte… dann sagen 8 Kollegen ich solle warten über 2 Tage.. der 9 Kollege sagt es fehlt ein Dokument … keiner kann sagen ob es angekommen ist.. ganz schlimme Kommunikation

Thank you very much, Ikarusxt, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Hi Ikarusxt,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Royal Stars Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify if you have received all the requested documents from the player. Are there any documents that were already reviewed and verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Has been paid. Can be closed! 🙂

Wurde bezahlt. Kann geschlossen werden! 🙂

Dear Ikarusxt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia 

Casino.Guru 

Hello together,

I hope everything is clarified in the meantime.

Thanks.

Greetings

Royal Stars