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Hello,

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 takes 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?

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,

Attila

Hello, that was 3 days ago. The last document was the contract confirmation/electricity supply agreement. I attached a JPG image; I took a sharp photo of it with all four corners visible. Before that, there was the electricity connection bill and the landline/internet bill.

Mobile phone bill

Bank statement with

Even payslips

This was even converted to PDF.

I would say yes, I tackled it immediately, probably 10 attempts regardless of the format, but before all the efforts it was always the same: it wasn't sharp enough, it wasn't suitable, all 4 corners were visible, even though I received this document myself as a PDF file.

Guten Tag das war vor 3 Tagen. Das letzte Dokument war Vertragsbestätigung/Stromversorgung dort habe ich Bild jpg hab es scharf abfotografiert mit allen 4 Ecken sichtbar. Davor waren es . Stromanschlussrechnung. Haustelefon/Internet Rechnung

Handyrechnung

Kontoauszug Bank mit

Sogar Lohnabrechnung

Dies sogar in PDF umgewandelt

Ich würde sagen ja das eigentlich sofort in Angriff genommen bestimmt 10 Versuche egal in welchem Format vorder Anstrengungen immer das gleiche es wäre nicht scharf genug, nicht passend, alle 4 Ecken sichtbar, obwohl ich dieses Dokument selbst als PDF Datei geschickt bekommen habe.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good afternoon, I will send you the documents this afternoon...and the correspondence between us

Guten Tag ich werde heute Nachmittag ihnen die Dokumente zukommen lassen....und die Korrespondenz zwischen uns

Good afternoon, I went to the residents' registration office today specifically to get proof of my registration certificate and sent it to the casino with all four corners clearly visible and legible. I hope this document solves my problem, as there isn't any better proof... therefore, I won't send you the other documents for now... just let me know if you need them... best regards

Guten Tag ich war heute extra im Einwohnermeldeamt für ein Nachweis für die Meldebescheinigung und diese dem Casino geschickt mit allen 4 Ecken sichtbar alles gut lesbar. Ich hoffe das dieses Dokument mein Problem löst , weil ein besseren Nachweis gibt es ja nicht... deswegen, schicke ich ihnen die anderen Dokumente erstmal nicht zu ....falls benötigt einfach schreiben....lg

Thank you for your response. Have you received any feedback from the casino regarding your latest document submission? In case the documents weren't accepted, please forward them to my email along with any relevant communication between you and the casino.

I look forward to your reply.

Dear Nico360,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.