Realz Casino - Проверка личности игрока задерживается.

Dear CasinoGuru Team,

I would like to file a complaint against Realz2 Casino because my verification process has not been completed for a long time and despite several attempts I have not yet received a solution.

All parts of the verification process have already been successfully completed, except for the transaction history on my bank statements. This final step continues to be rejected, even though I have uploaded the required documents multiple times via the designated online system and have taken care to correctly fulfill all requirements.

I also contacted support via email for assistance. However, I was informed that verification was only possible through the online system and that they could not verify me via email. I was simply advised to re-upload the documents via the website.

I have documented that I submitted the required documents correctly via the online portal, but they continue to be rejected. Despite multiple attempts and full compliance with the requirements, I am unable to progress in the verification process.

I therefore request your assistance in resolving this matter with Realz2 Casino.

Thank you for your time and support.

Best regards

Honk

Liebes CasinoGuru-Team,

ich möchte eine Beschwerde gegen Realz2 Casino einreichen, da mein Verifizierungsprozess seit längerer Zeit nicht abgeschlossen wird und ich trotz mehrerer Versuche bisher keine Lösung erhalten habe.

Alle Teile der Verifizierung wurden bereits erfolgreich bestätigt, mit Ausnahme der Transaktionshistorie auf meinen Kontoauszügen. Dieser letzte Schritt wird weiterhin abgelehnt, obwohl ich die geforderten Dokumente mehrfach über das vorgesehene Online-System hochgeladen habe und darauf geachtet habe, alle Anforderungen korrekt zu erfüllen.

Ich habe zusätzlich den Support per E-Mail kontaktiert, um Hilfe zu erhalten. Dort wurde mir jedoch mitgeteilt, dass eine Verifizierung ausschließlich über das Online-System möglich sei und sie mich per E-Mail nicht verifizieren könnten. Ich wurde lediglich darauf verwiesen, die Dokumente erneut über die Website hochzuladen.

Ich habe dokumentiert, dass ich die geforderten Unterlagen korrekt über das Online-Portal eingereicht habe, diese jedoch weiterhin abgelehnt werden. Trotz mehrfacher Versuche und vollständiger Einhaltung der Anforderungen komme ich im Verifizierungsprozess nicht weiter.

Ich bitte daher um Ihre Unterstützung bei der Klärung dieser Angelegenheit mit Realz2 Casino.

Vielen Dank für Ihre Zeit und Unterstützung.

Mit freundlichen Grüßen

Honk

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the bank statements that you sent to the casino for verification? My email address is [email protected].
• Are there any documents in the online system that are currently pending verification? If so, kindly forward them to me as well.
• Have you made sure that the bank statements meet the necessary requirements, including the correct format, that they show the deposits you made into the casino, and that they cover the relevant timeframe?

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

Best regards

Veronika

Hello Veronika,

Thank you very much for your feedback and support.

I have just sent the requested bank statements, which I previously uploaded to the casino's verification system, to your email address.

All verification steps have already been successfully confirmed in the online system. The only remaining issue is the transaction history on my bank statements, even though I have uploaded the relevant documents to the system multiple times.

The submitted bank statements meet the required specifications. They are in the correct format, show the relevant deposits to the casino, and cover the corresponding period. Nevertheless, they are still being rejected by the system.

Should you require any further information or additional documents, please let me know. I sincerely hope that the problem can be resolved with your help.

Thank you for your support.

Best regards

Honk

Hallo Veronika,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung.

Die angeforderten Kontoauszüge, die ich zuvor im Verifizierungssystem des Casinos hochgeladen habe, habe ich soeben an Ihre E-Mail-Adresse gesendet.

Im Online-System wurden bereits alle Verifizierungsschritte erfolgreich bestätigt. Der einzige Punkt, der weiterhin abgelehnt wird, betrifft die Transaktionshistorie auf meinen Kontoauszügen, obwohl ich die entsprechenden Dokumente mehrfach über das System hochgeladen habe.

Die eingereichten Kontoauszüge entsprechen den geforderten Anforderungen. Sie sind im korrekten Format, zeigen die relevanten Einzahlungen an das Casino und decken den entsprechenden Zeitraum ab. Dennoch werden sie im System weiterhin abgelehnt.

Sollten Sie weitere Informationen oder zusätzliche Unterlagen benötigen, lassen Sie es mich bitte wissen. Ich hoffe sehr, dass sich das Problem mit Ihrer Hilfe klären lässt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Honk

Thank you for your email.

Have you received any explanation from the casino’s customer support regarding why your bank statement was not accepted during the KYC process? If so, please forward all relevant communication to me at [email protected], or feel free to share screenshots directly here in the complaint thread.

Additionally, could you please let me know when was the last time the casino contacted you regarding the issue with your account verification?

Hello Veronika,

Thank you for your message.

I have not received a direct explanation from customer service, either by email or otherwise, as to why my bank statements are not being accepted as part of the KYC process. The only feedback I've received is through the verification system on the website, where the documents are repeatedly rejected.

The page then displays the requirements that the documents must meet. However, I have always followed these specifications precisely and uploaded the documents accordingly, as I already showed you via email.

The casino did not contact me directly regarding this problem. I was simply informed via email that they could not assist me further in this way and that I should re-upload the documents via the online system.

Thank you for your support.

I have attached the pictures here so you can see that you want the same thing again and that you informed me by email that you cannot help me with that.

I also recorded a screen recording as proof that I actually uploaded the bank statement for January 6th - 10th, if you would like to see it.

Best regards

Honk

Hallo Veronika,

vielen Dank für Ihre Nachricht.

Ich habe vom Kundenservice keine direkte Erklärung per E-Mail oder anderweitig erhalten, warum meine Kontoauszüge im Rahmen des KYC-Prozesses nicht akzeptiert werden. Die einzige Rückmeldung erfolgt ausschließlich über das Verifizierungssystem auf der Website, wo die Dokumente wiederholt abgelehnt werden.

Dort wird anschließend jeweils angezeigt, welche Anforderungen die Unterlagen erfüllen müssen. Ich habe jedoch jedes Mal genau diese Vorgaben beachtet und die Dokumente entsprechend hochgeladen, wie ich Ihnen auch bereits per E-Mail gezeigt habe.

Eine direkte Kontaktaufnahme seitens des Casinos bezüglich dieses Problems hat nicht stattgefunden. Per E-Mail wurde mir lediglich mitgeteilt, dass man mir auf diesem Weg nicht weiterhelfen kann und ich die Dokumente erneut über das Online-System hochladen soll.

Vielen Dank für Ihre Unterstützung.

Ich habe Ihnen die Bilder hier einmal angehangen wo Sie sehen dass Sie wieder das gleiche haben möchten und auch dass sie mir per E-mail mitgeteilt haben dass sie mir dort nicht weiterhelfen können.

Ich habe übrigens auch ein Screen Recording als Beweis aufgenommen dass ich auch wirklich den Kontoauszug 06.01. - 10.01 hochgeladen habe, falls Sie den sehen möchten.

Mit freundlichen Grüßen

Honk

Hello Honk555,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Honk555,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Honk555,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Realz Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Realz Casino representative to join this conversation and participate in resolving this complaint.

Dear Realz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Realz Casino

Dear Realz Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for the patience.

We kindly inform you that your account is now verified.

Kind regards,

Realz Casino

Dear Honk555,

According to the casino, your account is now verified.

Please let us know whether this is correct and if you would like to proceed with the withdrawal of your funds.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello Igor,

The account was indeed verified and all the funds have now arrived in my account.

I am very grateful for your help!

Best regards, Honk

Hallo Igor,

das Konto wurde tatsächlich verifiziert und es sind jetzt auch schon alle Gelder auf meinem Konto angekommen.

Ich bin sehr dankbar über deine Hilfe!

Liebe Grüße Honk

Dear Honk555,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P