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Dear Sir/Madam,

My player ID is: 36580033

I have uploaded all required documents you have asked from me.

These include a bank statement, official correspondence from the Hanseatic City of Hamburg that lists my name and address, images of my credit card, images of both sides of my ID, a photo of me holding my credit card, ID, and passport next to my face, as well as a picture of my health insurance card.

Despite this, I am continuously asked to take a picture of my ID and hold it next to my face. However, all the required documents have already been uploaded and approved.

I believe there is nothing more needed for my verification.

I hope you can help me,

as I would like to withdraw my winnings.

I like this casino and have made several deposits over the approximately one year that I owned this account. Finally, after many attempts, I have won something and would like to cash it out. However, I am now unfortunately rather disappointed

Sehr geehrte Damen und Herren,

meine Spieler ID lautet : 36580033

ich habe alle Unterlagen die von mir verlangt wurden habe ich hochgeladen.

Von einem Kontoauszug, einem Schreiben vom Staat (Hansestadt Hamburg) wo mein Name und meine Adresse hinterlegt ist, einem Bild von meiner Kreditkarte, einem Bild von meinem Ausweis hin und Rückseite, einem Bild in dem ich meine Kreditkarte mein Ausweis sowie mein Reisepass neben meinem Gesicht halte sogar einem Bild von meiner Krankenversichertenkarte.

und immer wieder heißt es ich soll ein Bild von meinem Ausweis machen und es neben meinem Gesicht halten, dabei ist alles schon hochgeladen und sogar genehmigt wurden.

eigentlich sollte nichts weiter fehlen um mich zu verifizieren.

Ich hoffe Sie können mir helfen,

da ich meinen Gewinn auszahlen möchte.

ich mag das Casino habe auch diverse Male eingezahlt und besitze den Account auch bereits seit knapp über einem Jahr, jetzt habe ich nach etlichen versuchen endlich einen Gewinn erzielt den ich mir auszahlen möchte, aber nun werde ich leider etwas enttäuscht

Dear davidcisse1999,

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.

• Are the documents you submitted in accordance with the personal information entered in your player's profile?
• Have you contacted casino support regarding the issue? Have they offered any recommendations for you so the process can be completed?

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,

Tomas

Dear Mr. Thomas,

Thank you very much for your effort.

Everything has already been sorted out and I would like to thank you for your efforts

Sehr geehrter Herr Thomas,

vielen Dank für ihre Mühe.

Es hat sich alles bereits geklärt ich bedanke mich für ihre Mühen

Dear davidcisse1999,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru