VipLuck Casino - Отказ игрока от участия в турнире отложен.

After repeatedly uploading various documents, my payout is constantly being canceled and a new document is requested, even though all documents have already been confirmed.

Nach mehrerem Hochladen von diversen Dokumenten wird meine Auszahlung ständig storniert und ein neues Dokument angefordert, obwohl schon alle Dokumente bestätigt wurden.

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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.

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Dear WaldiWaldvieh,

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 can 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 let me know which documents you have already provided and when exactly you sent the last one?
• How many times have you submitted these documents?
• Can you provide the exact reasons given for the repeated cancellation of your payout?

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

Petra