Casina Casino - La verificación del jugador se ha retrasado.

There are problems with my verification.

I was told that my address does not match the address of I'm online casino.

My ID card and bank card were approved. I've been at the casino for a day now.

The bank statements have been rejected so far. I've never had so many problems with a casino before.

It would be a shame if the payout were to fail due to verification issues.

Es gibt probleme mit Meiner verifizierung.

Es wurde gesagt das meine Adresse nicht übereinstimmt mit der Adress I'm online casino.

Personalausweis und Bankarte wurden genehmigt. Bin nun seit nem Tag dort im Casino.

Die kontoauzüge wurden bis dato abgelehnt. Soviele Probleme hatte ich noch nie mit einem casino.

Es wäre schade wenn die Auszahlung nun an der verifizierung scheitern würde.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• Could you please check the information in your player's profile and confirm that the information is complete and accurate?
• Could you please list which documents you provided to the casino during the verification process?
• Is the address on your bank statement the same one as in your player's profile?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I wrote to them by email

Ich habe ihnen per Mail geschrieben

Thanks for sharing the information with me.

• Did your bank provide you with an official bank statement?
• Was this bank statement accepted as your valid proof of address by the casino? Please let me know.

Looking forward to your reply.

My bank told me that if I want an extra bank statement, it will cost me €200 including processing fees, etc. Then the question is whether that's really fair; what if I end up paying €200 for nothing? Is it really worth it for a €700 profit?

Meine bank meinte wenn ich einen extra Kontoauszug haben möchte kostet mich das mit bearbeitungsgebühren und etc. 200 Euro. Dann ist die Frage ob das dann auch richtig ist, nacher habe ich 200 Euro umsonst bezahlt. Für 700 Euro Gewinn ob es sich wirklich lohnt.

Alternatively, I could submit an electricity or internet bill, but since I don't live alone and it's not in my name, that certainly won't be accepted either.

Alternative kann ich eine Strom oder Internet Rechnung vorlegen doch da ich nicht alleine wohne und das nicht auf mein Namen läuft wird das sicher auch nicht angenommen.

Thanks for the explanation.

• Could you please specify what the format of your bank statement is?
• Is the bank statement delivered to you electronically in .pdf? Is it delivered in paper format? Under which format have you submitted it to the casino?
• Is it possible for you to request a residential confirmation from your municipality?

Looking forward to your reply.

Yesterday I contacted support again to explain that I had already uploaded all the documents I had. I downloaded my bank statement online; it was also in PDF format. It was never approved simply because my address wasn't on it. I then explained that my bank charges €200 for processing the bank statement separately. I also sent them the email from the bank, and as an exception, they then authorized the verification. The €700 winnings were also paid out today. So, the matter is now closed. This all happened after lengthy discussions with various people there. I'm glad they turned a blind eye in the end.

Ich hatte gestern nochmal mit dem Support geschrieben das ich alles was ich an Dokumente besitze schon hochgeladen habe. Mein Kontoauszug habe ich online runtergeladen, es war auch in pdf Form. Nur weil meine Adresse nicht drauf war wurde es nie gehnemigt. Dann habe ich denen erklärt das meine bank für eine extra Bearbeitung des Kontoauszug 200 euro verlangen. Habe denen auch die Mail von der Bank geschickt und ausnahmsweise haben die dann die verifizierung Frei gegeben. Die 700 euro Gewinn wurden heute auch ausgezahlt. Also ist der Fall damit abgeschlossen. Das alles nach langer Diskussionen mit den verschiedenen Leuten dort. Bin aber froh das die dann ein Auge zugedrückt haben.

Dear Sxx123,

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,

Tomas

Casino.Guru