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I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.

My escalation ticket ID there is: LINCUK

Ich wollte auszahlen, dann sollte ich mich verifizieren, mein Personalausweis war ok wurde angenommen, das Selfie wurde dann angelehnt, mit der Begründung es sei nicht die selbe Person, dies stimmt nicht mein Foto auf den Ausweis ist mehr als 4 Jahre alt, und ich habe mittlerweile längere Haare. Das hatte ich den Support auch mitgeteilt dann wurde mein Konto gesperrt, ein paar Stunden später war beim Konto wieder aktiv und ich sollte einzahlungsnachweise einreichen von meinen beiden Einzahlungen. Ich habe dort nur mit Krypto eingezahlt über eine Trust Wallet. Dort steht kein Name oder Anschrift. Das wissen die Leute vom Casino auch und ich hatte dort nur 66€ eingezahlt. Völlig lächerlich dafür einen Nachweis zu verlangen. Das Konto ist gesperrt aber ich kann mich noch anmelden. Aber keine Spiele mehr spielen. Der Casino Support hilft mir nicht und mein Konto bleibt gesperrt und nicht verifiziert obwohl das Casino meinen Personalausweis etc. hat.

Mein Eskalation Tickt ID dort ist: LINCUK

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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 selfie that was rejected by the casino during KYC? My email address is [email protected].
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

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

I achieved these winnings without using a bonus. The photos show all the games I played and how much I won in each game (highest win). I sent you the selfie via email.

Die Gewinne hatte ich ohne Bonus erzielt, in den Fotos sehen sie alle Spiele die ich gespielt hat und auch wieviele ich in den verschiedenen Spielen ( höchster Gewinn) gewonnen hatte. Das Selfie habe ich ihnen per email geschickt.

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Thank you for your reply and for providing the selfie.

Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.

Could you please send me a clear photo of your ID as well?

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to [email protected].

I just sent them all of that.

Das habe ich ihnen gerade alles geschickt.

Hello Jakkiz,

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 Jakkiz;

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

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected]

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Jakkiz,

Thank you for your patience, and I appreciate the information provided so far.

To proceed with the review of your case, I kindly ask you to resend the following:

• A clear photo of your ID (both sides, if applicable)
• The selfie you submitted for verification
• The most recent communication with the casino regarding your account verification

This will allow me to properly compare the documents and assess the situation with your blocked account.

You can upload the files directly here or resend them to my email.

Thank you in advance for your cooperation.

Karla

Hello Karla, I've sent you all of this again by email. Please help me get my payment/money. Thank you so much for your help.

Hallo Karla, ich haben Ihnen das jetzt alles nochmal per e-Mail geschickt. Bitte helfen sie mir an meine Auszahlung/Geld zukommen. Vielen Dank für ihre Hilfe

Dear Jakkiz,

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, Lucia, [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,

Karla Mayfly

Hello Jakkiz,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotsDJ 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.

Respectfully,

Lucia