Trickz Casino - Выплата игроку задерживается из-за неоднократных запросов документов.

Ladies and Gentlemen

The casino keeps requesting the same document, essentially asking me to upload the same thing again. Then I have to wait forever, even though the site says you'll get a result within 15 minutes.

The payment is therefore delayed enormously.

I hope you can help me so that the verification will be completed soon and that I will receive my money soon.

Best regards

Sehr geehrte Damen und Herren,

das Casino fordert immer wieder das Gleiche Dokument, fordert immer wieder dazu auf im Endeffekt das selbe nochmals hoch zu laden. Dann muss ich wieder ewig warten obwohl auf der Seite steht das man innerhalb von 15 Minuten ein Ergebnis bekommt.

die Auszahlung verzögert sich daher enorm.

Ich hoffe das ihr mir dabei helfen könnt, das die Verifizierung bald abgeschlossen wird und das ich bald mein Geld erhalte.

Mit freundlichen Grüßen

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.

• Have any of your identity documents been approved by the casino during the KYC verification?
• Which of your documents keeps getting rejected? Has the casino informed you why it cannot be approved and verified?
• Have you made sure that you upload the document in the correct format and that it contains all the personal information necessary for the verification?
• 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

My ID has been successfully verified.

I played without a bonus.

I used a virtual card to make the deposit. I uploaded a photo showing all the information the casino requires. However, they also want written confirmation.

However, the information on the written confirmation is different. That is, instead of listing the first six and last four digits of the card, as the casino wanted, only the last four digits are listed.

I contacted the bank and asked them to provide me with a document containing the following information: my full name, the first six digits of the card number, the last four digits of the card number, and the expiration date.

However, the bank told me that there is no such type of card verification. I sent the casino a lot of documentation. I don't understand the doubt. I can't understand why the casino thinks it's not my card. I'm sending you all the documents I used for verification.

Best regards

Hallo,

Mein Ausweis wurde erfolgreich verifiziert.

Ich habe ohne Bonus gespielt.

Ich habe eine virtuelle Karte für die Einzahlung benutzt. Ich habe ein Foto hochgeladen, wo alle Daten zu sehen sind welches das Casino benötigt. Die wollen aber auch noch eine schriftliche Bestätigung zusätzlich.

jedoch sind auf der schriftlichen Bestätigung die Information anders. D.h. es werden nicht die ersten sechs und die letzten vier Stellen der Karte genannt, sowie das Casino haben wollte, sondern es werden nur die letzten vier Stellen genannt..

Ich habe die Bank kontaktiert und gebeten, mir ein Dokument bereitzustellen was folgende Informationen beinhaltet: mein vollständigen Namen, die ersten sechs Stellen der Kartennummer, die letzten vier Stellen der Kartennummer, sowie das Ablaufdatum.

Die Bank teilte mir jedoch mit, dass es so eine Art von Karten Bestätigung nicht gibt. Ich habe den Casino sehr viele Nachweise zu gesendet. Ich verstehe den Zweifel nicht. Ich kann nicht verstehen, warum das Casino denkt. Es wäre nicht meine Karte. Ich übersende euch alle Dokumente, die ich für die Verifizierung benutzt habe.

Mit freundlichen Grüßen

Hello, I'm still waiting for a response.

Best regards

Hallo, ich warte noch immer auf Rückmeldung.

Mit freundlichen Grüßen

Dear Casino Guru Team, I'm still waiting for a response from you. The total amount in dispute now amounts to €950.00.

Best regards

Sehr geehrtes Casino Guru Team, ich warte noch immer auf eine Rückmeldung von euch. Inzwischen beläuft sich die umstrittene Gesamtsumme um 950,00€

Mit freundlichen Grüßen

Thank you for your responses.

Has the casino offered any alternative ways to verify your payment method, since it's a virtual card? Would it be possible to record a video from your banking app showing the personal information proving that you are the owner of this account and the card?

Hello,

thanks for the reply.

There is an update for this.

According to the information I can see in my account, the verification has been completed. However, customer service says they're still waiting for a response from the security department.

I requested a card confirmation from my bank (Trade Republic). They sent me an incorrect document. I hadn't noticed it before, but the document listed a different card expiration date.

When the casino rejected the verification, I contacted the bank again and this time received a document that looked more reputable, with all the data correct and all the information the casino required.

I then sent this document again for verification. It appears to have been accepted. However, according to customer service, not quite yet.

My concern is that someone might claim I did something wrong or something. I received the document from the bank as it was.

I also requested a test withdrawal of €50.01 to see if I can withdraw. Why only €50.01? It's simple. I'm afraid to request the full amount because I've had problems with incoming payments from similar providers to C24 Bank in the past. In any case, this test withdrawal appears to have been approved. In the account history under the "Transaction History" section, the corresponding withdrawal appears with the note "Successful." The payment hasn't been received yet.

I will send you all the necessary information about the case.

Best regards

Hallo,

danke für die Antwort.

es gibt dazu ein Update.

Laut den Infos die ich im Konto sehen kann, wurde die Verifizierung abgeschlossen. Laut dem Kundenservice jedoch wartet man noch auf Rückmeldung von der sicherheitsabteilung.

Ich hatte eine Karten Bestätigung von meiner Bank (Trade Republic) angefragt. Diese sendeten mir ein fehlerhaftes Dokument. Mir ist das vorher nicht aufgefallen, aber auf dem Dokument war ein anderes ablaufdatum der Karte angegeben.

Als das Casino die Verifizierung daraufhin abgelehnt hatte, habe ich die Bank erneut kontaktiert, und dieses Mal ein Dokument erhalten, welches seriöser aussieht, wo alle Daten stimmen und alle Angaben welche das Casino benötigt drauf stehen.

dieses Dokument habe ich dann erneut zur Verifizierung geschickt. Scheinbar wurde es akzeptiert. Jedoch laut Kundenservice wohl noch nicht ganz.

Meine Sorge ist, das man behaupten könnte, ich hätte was falsch gemacht oder sowas. Wobei ich das Dokument so von der Bank bekommen hatte.

Zudem habe ich eine Test Auszahlung von 50.01€ angefordert, um zu prüfen ob ich auszahlen kann. Warum nur 50.01€? Ganz einfach. Ich habe Angst die gesamte Summe anzufragen, weil ich in Vergangenheit bereits öfters Probleme mit Zahlungseingänge von solchen Anbietern bei der C24 Bank hatte. Jedenfalls wurde diese Test Auszahlung scheinbar genehmigt. Im Kontoverlauf unter Abschnitt Transaktionsverlauf steht die entsprechende Auszahlung mit dem Vermerk Erfolg. Die Zahlung ist bis jetzt nicht eingegangen.

Ich übersende euch alle notwendigen Infos zu dem Fall.

Mit freundlichen Grüßen

Information about the history in the account

Infos zum Verlauf im Konto

The new information provided by the bank, which was finally sent again for verification.

Die neuen bereitgestellten Infos der Bank, welche zum Schluss nochmal erneut für die Verifizierung gesendet wurden.

The first document I received from the bank for verification. There's a big difference in both content and appearance compared to the new documents, but it's from the same bank.

das erste Dokument welches ich von der Bank erhalten habe für die Verifizierung. Man sieht inhaltlich und auch optisch einen großen unterschied im vergleich zu den neuen Dokumenten, jedoch kommt es von der gleichen Bank.

Have you received these documents from your bank via email?

No, Trade Republic Bank only offers customer service via the app using a chat function.

Nein die Trade Republic Bank bietet den Kundenservice nur über die App an über eine Chat Funktion.

Please forward me the screenshots or chat transcripts of your communication with the bank at [email protected].

I have sent you the chat history up to the point where the incorrect document was sent to me.

Ich habe dir den Chatverlauf bis dahin wo mir das falsche Dokument gesendet wurde zugeschickt.

Ladies and Gentlemen

the verification was rejected again.

This time, the casino wants me to upload the same document again, but with a stamp and signature. That's not possible, as the bank doesn't issue such documents.

Sehr geehrte Damen und Herren,

die Verifizierung wurde erneut abgelehnt.

diesmal möchte das Casino das ich das selbe Dokument nochmal hochlade, aber mit einem Stempel und Unterschrift. Das ist nicht möglich, da die Bank sowas nicht ausstellt.

Hello, I have sent you new information via email.

Hallo, ich habe euch neue Infos per email gesendet.

Thank you very much, plxJoel, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear plxJoel,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Trickz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hello, is there an active casino representative here? What are the chances that the casino will contact me?

Best regards

Hallo, gibt es einen aktiven Vertreter vom Casino hier? Wie steht die Chance das sich das Casino meldet?

Mit freundlichen Grüßen

Dear Martina,

Thank you for your message and for the opportunity to clarify the situation in detail.

It’s worth mentioning that the player’s verification process was handled in line with our internal procedures and licensing requirements. Initially, the player submitted a screenshot of a virtual card showing only the first 4 and last 4 digits along with the expiry date. However, our requirements - based on regulatory standards - specify that we must receive an image clearly showing the first 6 and last 4 digits, the full cardholder name, and the expiry date.

A second screenshot was then provided, which did meet the number and expiry format requirements, but the cardholder’s name was clearly digitally altered. As a regulated operator, we cannot accept edited or manipulated documents, as this goes against compliance standards.

We then requested proof of cardholder ownership. The first document provided did not resemble standard bank-issued documentation - it lacked consistent formatting, included details that did not match previous submissions (e.g., an inconsistent expiration date), and was missing key verification elements such as a bank logo, stamp, or authorized signature.

A follow-up version of the cardholder proof was submitted and looked more appropriate, but it still lacked an official signature or stamp, which we now require given the prior submission of manipulated documents.

We also requested evidence of communication with the bank to support the verification process. Unfortunately, the screenshots provided were cropped, lacked identifying details, and could not be treated as verifiable or legitimate correspondence.

As an alternative, we invited the player to provide a photo of the physical card once available. This card should clearly display the first 6 and last 4 digits, expiry date, and the full cardholder name, with all other information covered.

Given the nature of the documents received so far and in line with our platform security policies, we are unable to proceed with verification based on the information provided.

We remain open to resolving the case and are happy to re-review the situation if valid and unaltered documentation is submitted.

If you require additional details or supporting evidence from our side, we’re more than willing to cooperate.

Thank you for your understanding.

Best regards,

Darja

Ladies and Gentlemen

I just responded to the casino's email. I also suggested another solution. I'm currently considering taking legal action against the bank.

LG

Sehr geehrte Damen und Herren,

ich habe dem Casino soeben auf die gesendete email geantwortet. Ich habe ebenfalls eine weitere Lösung vorgeschlagen. Ich prüfe derzeit rechtliche Schritte gegen die Bank einzuleiten.

LG

Thank you guys very much everyone!

Dear plxJoel,

Could you please send me the documents as well to my email: [email protected]?

Thank you in advance

Hello, I sent everything via email. The rest has already been sent here in the chat above.

hallo, ich habe alles per email gesendet. Der Rest wurde hier im Chat oben schon gesendet.

Dear plxJoel,

Thank you very much!

The most helpful step at this point would be to send the casino a photo of the physical card. Would you be able to do that?

Looking forward to your response.

Hello, I haven't received any feedback regarding the new card yet.

Hallo, ich habe derzeit noch keine Rückmeldung erhalten bezüglich der neuen Karte.

Could you ask the casino to respond here?

Best regards

Könntet ihr das Casino bitten hier zu antworten?

Mit freundlichen Grüßen

Dear Trickz Casino Team,

Could you please provide a response at your earliest convenience?

Your cooperation is truly appreciated and essential to resolving this matter.

Thank you in advance.

Dear Martina,

Thank you for your message.

We would like to inform you that the player has contacted us and provided the complete communication with their bank.

Following a thorough review of all submitted screenshots and correspondence, we confirm that the player's card has been successfully verified.

At this point, the player's account is fully verified as well.

Therefore, we consider this case to be successfully resolved and closed from our side.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Darja

Dear plxJoel,

can you please give us an update? Have you received all your withdrawals?

Hello,

Yes, the last payout just arrived. There are no more outstanding payments. Thank you very much for your help! You've been a great help.

Many thanks also to Trickz Casino management for their support.

Thanks so much!

Hallo,

ja die letzte Auszahlung ist soeben eingetroffen. Es sind keine Zahlungen mehr offen. Ich bedanke mich sehr für die Hilfe! Ihr habt mir sehr geholfen.

auch vielen lieben Dank an das Trickz Casino Managment für die Unterstützung.

Vielen Lieben Dank!

Oh plxJoel, wonderful!! I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru