Casiqo Casino - Изплащането на играча е забавено.

Hello,

I won 3200 euros.

Today I received an email.

Payout was canceled.

We need further

documents!!!!!!

My account is verified.

Best regards, Mariella

Hallo

3200 Euro gewonnen

Heute email bekommen

Auszahlung storniert

wir benötigen weitere

Dokumente!!!!!!

Mein Konto ist verifiziert

Lg Mariella

Dear mariella22,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please clarify which documents you previously provided to the casino when your account was initially verified?

Additionally, what specific documents is the casino requesting from you now? Have you already sent any of the newly requested documents to the casino? Please note that the casino reserves the right to request additional documents for verification if deemed necessary.

Lastly, could you confirm whether you accumulated your winnings while using a bonus or through standard gameplay 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

All documents are verified, all submitted again today, no the prize was won without a bonus

Ps. They ask for all the deposit methods you have used, I don't understand the point of that ?????

I will send you a screenshot of my page

Lg Mariella

Alle Dokumente sind verifiziert, Heute nochmals alle übermittelt,nein der Gewinn wurde ohne Bonus gewonnen

Ps.Sie verlangen alle Einzahlungsmethoden die man verwendet hat,verstehe den Sinn dahinter nicht ?????

Ich sende Ihnen noch einen Screenshot von meiner Seite

Lg Mariella

Thank you for your replies.

Please understand that verifying the payment methods used for deposits is a standard procedure. Casinos are required to ensure that all payment methods used belong to the account holder.

Could you kindly confirm if you have provided the requested documents to the casino?

Looking forward to your response.

Always the same answers

Account is verified

They require all deposit methods you have chosen Skrill/Paysave/Eps

etc ……

What does this have to do with a payout???????

You are not asked for a deposit either!!!!

Ps. I have uploaded all deposit receipts to my account as PDF

Winnings are repeatedly canceled

I wonder what all this is about, I don't know of a single casino that pays out without problems (unfortunately) but when depositing everything works great

Hope Casino Guru can help us to get the winnings

Lg Mariella

Immer wieder die selben Antworten

Konto ist verifiziert

Sie verlangen alle Einzahlungsarten die man gewählt hat Skrill/Paysave/Eps

usw ……

Was hat das mit einer Auszahlung zu tun ???????

Bei Einzahlung wird auch nicht gefragt !!!!

Ps.habe sämtliche Einzahlungsbelege per PDF auf mein Konto hochgeladen

Gewinn wird immer wieder storniert

Ich frage mich was das ganze alles soll,kein einziges Casino kenne ich das ohne Probleme auszahlt (leider) aber beim Einzahlen läuft alles super

Hoffe Casino Guru kann uns Unterstützen den Gewinn zu bekommen

Lg Mariella

Hello please help

The casino simply doesn't pay out

Hallo bitte um hilfe

Das Casino zahlt einfach nicht aus

Upload everything in the account

Alles im Konto hochladen

As I explained in my previous reply, when you deposit money to a casino, it is essential to understand that upon requesting a withdrawal, the casino will typically require you to verify all payment methods you have used in the past. This applies even if a particular payment method was used only once or a long time ago. Verification may involve submitting bank statements, payment receipts, or any other documentation the casino deems necessary.

To assist you further, could you please clarify the following:

• How many payment methods have you used to deposit funds into this casino?
• Have you provided bank statements for all the payment methods you’ve used?
• Which specific payment methods has the casino requested you to verify?

Looking forward to your reply.

With all due respect, but when depositing, the casino does not ask what is being deposited, it is taken immediately

The nerve to demand such a thing

Thanks for nothing!!!!!!

Casino requires from 10.05.2024

a deposit confirmation ????

So you didn't help us, thanks to all fair casinos that pay out without "problems"

Bei aller Liebe,aber beim Einzahlen fragt das Casino auch nicht mit was Eingezahlt wird,das wird sofort genommen

Frechheit so etwas zu verlangen

Danke für nichts!!!!!!

Casino verlangt vom 10.05.2024

eine Einzahlungsbestätigung ????

Also weitergeholfen haben Sie uns nicht,Danke an alle fairen Casinos die auch ohne „Probleme „ Auszahlen

Sorry, these are just the casino's requirements to avoid having to pay out!!!!!!!

Please do not fool the players who have a little luck and win something

Should I perhaps show you the

Send deposits that the casino has already received

It's a disgrace that every win you have at every casino just rips you off!!!!!!!

Ps. the help is free

Unfortunately 😥😥😥

Entschuldigung das sind nur Vorgaben des Casinos um nicht Auszahlen zu müssen !!!!!!!

Bitte verarschen Sie die Spieler nicht die einmal etwas Glück haben und etwas Gewinnen

Soll ich Ihnen vielleicht mal die

Einzahlungen schicken die das Casino bereits bekommen hat

Eine Frechheit bei jeden Gewinn was man hat bei jedem Casino nur verarscht wird !!!!!!!

Ps.die Hilfe ist umsonst

Leider 😥😥😥

I understand your frustration, but please note that when depositing money at a casino, it’s important to keep in mind that before processing a withdrawal, you will need to provide proof that you are the owner of all the payment methods used for your deposits. This is a standard procedure designed to comply with anti-money laundering regulations.

If you choose not to proceed with the verification process, I’m afraid we won’t be able to assist you further. Please let me know how you would like to proceed.

Now the casino is closing too!!!!!!!!

Jetzt sperrt das Casino auch noch zu !!!!!!!!

Have uploaded all deposit methods in the casino account

There is nothing more, these are all the payment methods that I have used

What is the problem ???????

Haben sämtliche Einzahlungsarten im Casinoaccount hochladen

mehr gibt es da nicht,das sind alle Einzahlungsarten die ich verwendet habe

Wo liegt das Problem ???????

Thank you very much, mariella22, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([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.

Hi mariella22,

I’ve just looked over your case and I’m truly sorry to hear you’re having difficulties with verifying your payment methods. I’ll reach out to the casino to assist you, and we’ll see what they say in response.

Dear Casiqo Casino, I’d like to invite you to engage in this conversation to help resolve the player’s complaint. Could you please provide more details about the case? Specifically, have you received and reviewed the deposit confirmations from the player?

I look forward to hearing back from you. If you have any supporting evidence, please send it to my email at [email protected].

Regards,

Natalia

Account is verified but no payout please help us

mfg Mariella

Account ist verifiziert trotzdem keine Auszahlung bitte helfen Sie uns

mfg Mariella

Dear Natalia and Mariella22,

Thank you for your contacting us.

In order to verify the account and proceed with the withdrawal, we kindly ask our valued players to provide the following documentation for each deposit method used. This allows us to be in alignment with anti-fraud regulations. We kindly ask the player to provide the following documentation:

◉ Online Bank Transfer – Please upload the bank statement for the account used for deposits. The statement should include the following details: your name, the bank name/logo, the date and time of the transaction, the amount paid, IBAN, etc. Typically, you can download the bank statement from your online banking platform as a separate file. Additionally, please ensure that:

All four corners of the document are visible in the photo.

The document is not older than 90 days.

◉ Proof of Skrill Deposit – Kindly upload a screenshot from your Skrill account showing your email and full name. We also need a screenshot showing the transaction to the casino.

◉ Proof of EPS Netpay Deposit – Similar to Skrill, please upload a screenshot from your EPS account displaying your email and full name, along with a screenshot of the transaction to the casino.

◉ Proof of Paysafecard Deposit – Please upload a screenshot confirming your Paysafecard deposit. If you used a voucher, kindly upload a photo of the voucher as well.

The player has been informed of this request, however, at the moment, these documents are yet to be provided to us. Once we receive the requested documentation, we will be happy to proceed with the withdrawal process.

Regarding the closure of the casino, while it is true that the casino will be closing, please be assured that the withdrawal processes will continue, and all our valued customers will receive their payouts as promised.

Thank you for your understanding, and we look forward to receiving the documentation to proceed.

Best regards,

Casiqo Casino

It's a pity that the progress is so time-consuming and you're always hanging in the air, as I said, the account

verified !!!!!!!

And the payment still doesn't come!!!!!!

lg Mariella

Schade das der Fortschritt so sehr Zeitintensiv ist und man wie immer so zu sagen in der Luft hängt,wie gesagt ist der Account

verifiziert !!!!!!!

Und die Auzahlung bleibt trotzdem aus !!!!!!

lg Mariella

Thank you, Casiqo Casino.

Dear Mariella22, can you please send me the documentation you have already provided to verify your deposit methods? It seems that you haven't provided everything.

I can see that you shared the screenshot from a Raiffeisen Bank payment in the complaint thread. I assume it should be an online bank transfer method. The casino asks for a bank statement, can you download the whole statement from your bank app or from your account on their website? Or maybe you receive your monthly statements from the bank via email, can you check it?

I also received your last email, you attached a photo of a Paysafecard statement. Could you send the original document in PDF format for Paysafecard? There is no need to print it out and take a photo, the casino should accept the PDF version. Alternatively, the casino asks you for a screenshot, which you can take directly in your Paysafecard account.

So we are left with two more deposit methods to verify: Skrill and EPS Netpay. Do you have access to your Skrill and EPS accounts on their websites? Can you take screenshots of your deposits to the casino via Skrill and EPS?

Don't worry about the fact that the casino is closing. They must fulfill their obligations towards players and process all the payments, but in your case, it is necessary to verify the deposit methods before the casino can approve your withdrawals. This is a standard procedure for online casinos, so your cooperation is very appreciated.

I don't know what else I have to upload to get a payout!!!!!!!!

It seems that it is not so easy to win at this casino

lg Mariella

Weiss nicht mehr was ich noch alles Hochladen muss das es zu einer Auszahlung kommt!!!!!!!!

Es ist anscheinend nicht so einfach bei diesem Casino zu seinen Gewinn zu kommen

lg Mariella

And what will happen in 2025

Request for feedback from the casino

Lg Mariella

Und was passiert dann 2025

Bitte um Rückmeldung vom Casino

Lg Mariella

OK thanks

Ok,Danke

Ps. 4 deposit methods are already confirmed on my casino site

I don't understand why I have to upload everything again ??????

Ps.Auf meiner Casinoseite sind bereits 4 Einzahlungsarten bestätigt

vestehe nicht warum ich alles nochmal Hochladen muss ??????

I uploaded everything again on the casino site

Now I don't know what else is missing for my payout

Lg Mariella

Habe alles nochmals Hochgeladen auf der Casinoseite

jetzt weiß ich dann nicht mehr was jetzt noch fehlen sollte für meine Auszahlung

Lg Mariella

As requested the bank statement

Lg Mariella

Wie gewünscht der Kontoauszug

Lg Mariella

Nothing is happening anymore, there is no support here either

All documents are available to the casino

Imagine, no one responds within the specified 24 hours!!!!!!!!

Lg Mariella

Es tut sich gar nichts mehr,hier wird man auch nicht Unterstützt

Alle Unterlagen liegen den Casino

vor,da meldet sich niemand innerhalb der vorgegebenen 24 Stunden !!!!!!!!

Lg Mariella

Dear Mariella22, have you already uploaded the screenshots from your EPS, Skrill, and Paysafecard accounts to confirm your deposits as requested by the casino? Do you have access to these wallets? I don't see the screenshots in the complaint thread nor have I received them from you via email, so please specify if you sent them directly to the casino already.

Yes everything uploaded

Ja alles Hochgeladen

Now at payout

brite-brite, what is all this

are they trying to fool me here

this is a payment system from

Sweden !!!!!!!

Please do something with

these unfair means to the end to prevent the payout

Jetzt steht bei Auszahlung

brite-brite ,was soll das ganze

wollen die mich hier verarschen

das ist ein Zahlungssystem aus

Schweden !!!!!!!

Bitte unternehmen Sie was mit

diesen unfairen Mitteln zum Zweck um die Auszahlung zu verhindern

Now they claim that the money was lost, so now it's almost enough

Jetzt behaupten sie auch noch das Geld wurde verspielt,also jetzt reicht es dann bald

Account verified, and as I said

look at my casino screenshot there are 9 deposit confirmations confirmed

With green minced meat

Konto verifiziert, und wie gesagt

schauen Sie auf meinen Casinoscreenshot da sind 9 Einzahlungsnachweise bestätigt

Mit grünen Hacker‘l

Dear Casiqo Casino, please confirm if the player's account is now verified. Based on the screenshot the player provided, she was informed about it in the live chat. Are there any other obstacles before the withdrawal requests can be processed?

Dear Casino Guru,

Thank you for reviewing this case.

Kindly note that the player's account is still pending verification. While they have provided most of the required documentation, we kindly request proof of the Skrill deposit made in September 2024 via an online bank transfer. This can be sent via email to "[email protected]".

Once we verify this information, the account will be fully verified, and we will promptly process their withdrawal.

Thank you for your assistance. We look forward to a swift resolution.

Please feel free to reach out if you need any further clarification.

Best regards,

Casiqo Casino

Please now finally that it is

Payout comes

Lg Mariella

Bitte jetzt endgültig das es zur

Auszahlung kommt

Lg Mariella

I wonder why

payment confirmations

needed from September ????

Please pay the winnings

Amount 3500 Euro finally

Ps. I find the whole thing ridiculous

Ich frage mich warum man

Einzahlungsbestätigungen

vom September benötigt ????

Bitte zahlen Sie den erspielten

Betrag 3500 Euro endlich aus

Ps.Ich finde das ganze lächerlich

Simply insane

Einfach ein Wahnsinn

How long should I wait

💁🙏💁🙏💁🙏💁🙏💁🙏💁

Wie lange soll ich noch warten

💁🙏💁🙏💁🙏💁🙏💁🙏💁

Dear Casiqo Casino, have you received the requested documentation from the player? If yes, have you reviewed it?

Dear Casino Guru,

Thank you for your correspondence.

We have received the player's upload and appreciate their effort in providing the proof of payment. However, the document cannot be accepted due to incomplete details. To proceed, we kindly request a clear screenshot or photo of the payment method, which should include both the transaction details and the player’s name. Unfortunately, the document re-uploaded was the same one that was previously declined.

We understand that this situation may be frustrating, and we truly appreciate the player’s patience. To ensure a smoother process, we kindly ask that they upload a screenshot of the proof of payment with the account holder's details clearly visible.

They can be send this via email to "[email protected]" or via Live chat as well.

Thank you for your understanding, and we look forward to resolving this matter as soon as possible.

Kind regards,

Casiqo Casino

now it's almost enough, no one sends so many screenshots and files, I have looked at many other complaints and they paid out after a short time

jetzt reicht es bald,kein Mensch schickt soviele Screenshots und Dateien,habe mir viele andere Beschwerden angesehen da wurde nach kurzer Zeit Ausgezahlt

Please 🙏 finally pay out

Bitte 🙏 zahlen Sie doch endlich aus

Dear mariella22, I have received the emails you forwarded to me. The email from casino support clearly stated that they needed a transaction history in PDF format for September 2024. Specifically, they needed to see the proof of your deposit made on 21.09.2024. Instead, you sent photographs of your computer screen showing the Skrill transactions for 10th August, so this is not what the casino asked you to provide.

We kindly ask you to send the documentation according to the casino's requirements. Unfortunately, this process takes that long because you have been providing incorrect documents, but I hope you can check your Skrill account again and carefully choose the correct dates.

Here is my account with all

Deposits, I ask you to finally pay out, I have been waiting for the payout for 2 months

Lg Mariella

Hier mein Account mit sämtlichen

Einzahlungen,ich bitte Sie zahlen Sie endlich aus,2 Monate warte ich bereits auf die Auszahlung

Lg Mariella

When will something finally happen, the casino 🎰 just doesn't pay out

Wann geht da endgültig mal etwas weiter,das Casino 🎰 zahlt einfach nicht aus

Dear Mariella22, the screenshot you posted now is a statement for the period from 10.12.24 - 8.1.2025. The second issue is that it belongs to another person, supposedly your spouse. If you have sent this screenshot to the casino, too, it doesn't meet the requirements.

Dear Casiqo Casino, please confirm whether you still need to verify the deposit made on September 21, 2024, via Skrill, and if this is the last document pending verification as of today.

sorry my mistake

I'm going crazy with all the screenshots and PDF files

Entschuldigung mein Fehler

ich werde noch verrückt mit den ganzen Screenshots und PDF-Dateien

Here you can find the correct account and there is nothing more, this is the entire history

on Skrill

Hier Bitteschön der richtige Account und mehr gibt es da nicht,das ist der gesamte Verlauf

auf Skrill

Again, why explicitly November 21st, if you please let me know here, my account does not go back that far, what is all this about

So no one has helped me so far. Thank you for 2 months of being ripped off 👍👍👍👍👍🎰🎰

Nochmals warum explizit 21.November,wenn Sie mir hier bitte Bescheid geben,so weit geht mein Account gar nicht zurück,was soll das ganze hier

Also geholfen hat mir bis dato gar keiner Dankeschön für 2 Monate verarschung 👍👍👍👍👍🎰🎰

Incredible

Unglaublich

From 21.09.24 there is no Skrill

entry, this date does not exist in the Skrill history, so I have never experienced anything like this before and again the account data must be enough

Ps. I don't even have access to my deposits because the casino is closed 🔒

Lg Mariella

Vom 21.09.24 gibt es keinen Skrill

eintrag,dieses Datum gibt es nicht im Skrillverlauf,also so etwas habe ich noch nie erlebt und nochmals es müssen doch die Accountdaten reichen

Ps.Ich habe ja nicht mal Zugriff auf meine Einzahlungen da das Casino ja geschlossen 🔒 ist

Lg Mariella

So please, nothing is missing now

more so it can come to the payout

Lg Mariella

So Bitteschön jetzt fehlt nichts

mehr somit kann es zur Auszahlung kommen

Lg Mariella

Account is verified, when will I finally get my winnings, please set

again with the casino in

connection, as I said, wait now

already 2 months waiting for my money

Konto ist verifiziert,wann bekomme ich jetzt endlich meinen Gewinn,bitte setzen Sie

sich nochmals mit den Casino in

verbindung,wie gesagt warte jetzt

schon 2 Monate auf mein Geld

Now the support writes that there is apparently no money in my game account, now it is slowly becoming really dubious

Probably not refunded, what's that

brite-brite, so this 🎰 casino

Unbelievable, they try everything to avoid paying out

unfair Unbelievable 😥😥😥😥

Jetzt schreibt der Support das anscheinend kein Geld auf meinem Spielkonto ist,jetzt wird es schön langsam wirklich dubios

Wahrscheinlich nicht zurückgebucht,was soll das

brite-brite,also dieses 🎰 Casino

Unglaublich,die versuchen alles um nicht Auszahlen zu mussen

unfair Unglaublich 😥😥😥😥

Dear Mariella22, I'm glad the casino finally verified your account. Can you please specify your last message? Do you have no available balance to withdraw? From the screenshot I can see that your latest attempt to withdraw on 18.12.2024 was declined, wasn't this money returned to your casino balance?

Dear Casiqo Casino, I'd like to hear your commentary on the current situation, too.

Hi Mariella22 and Casino Guru,

Thank you for your patience while we reviewed this matter further.

When this query was initially raised over a month ago, the funds were available. However, upon reviewing the account's transaction history, it is now clear that the balance was used between December 19th and December 29th 2024.

As a result, there are no funds currently available for withdrawal. I understand this may not be the outcome you were expecting, and I apologize for any inconvenience caused. I trust this provides clarity on the situation.

Should you have any further questions or concerns, please do not hesitate to reach out.

Best regards,

Casiqo Casino

I ask you again to be fair. Now I get an email saying that the verification is invalid and the nerve that there is no money left in the gaming account. You have to prove that now, I want the game history via PDV file because I have no access to my account. You have not returned the money since this strange withdrawal request Bete-Bete and as I said, the free spins and bonus money that were available in the account were lost.

ich bitte Sie nochmals fair zu bleiben jetzt bekomme ich eine email das die Verifizierung ungültig ist und die Frechheit das kein Geld mehr auf dem Spielekonto ist.Das müssen Sie jetzt Beweisen,will den Spielverlauf per PDV-Datei da ich ja keinen Zugriff auf mein Konto habe.Sie haben das Geld seit dieser komischen Auszahlungsanfrage Bete-Bete nicht mehr zurückgebucht und wie gesagt verspielt wurden die Freispiele und Bonusgelder die am Konto verfügbar waren

Ps. I have been fighting for verification for a month and now you want to make me believe that there is no money left to withdraw!!!!!!!!

What is the point of this whole stupid thing

hundreds of email screenshots, Casino Guru, Skrill, bank details, Paysave etc.

Bottomless impudence, I certainly won’t tolerate something like that

Ps. Have you ever made any withdrawals or just always taken nice money when depositing since there is no verification, I'm at 180 believe me, never anything like this

experienced and I wouldn't wish it on anyone ⏰⚡️⏰⚡️⏰⚡️⏰⚡️

Ps.Seit 1 Monat kämpfe ich um eine Verifizierung und jetzt wollen Sie mir hier weismachen das kein Geld zur Auszahlung mehr da ist!!!!!!!!

Wo liegt hier die Sinnhaftigkeit der ganzen besch…..Sache hier

hunderte email Screenshots,Casino-Guru,Skrill,Bankverbindung,Paysave usw………

Bodenlose Frechheit also so etwas lasse ich mir sicherlich nicht gefallen

Ps.habt Ihr überhaupt mal irgendwelche Auszahlungen durchgeführt oder nur immer schönes Geld beim Einzahlen genommen da gibts ja keine Überprüfung,ich bin auf 180 glauben Sie mir,so etwas noch nie

erlebt und Ich wünsche es auch keinem ⏰⚡️⏰⚡️⏰⚡️⏰⚡️

Hi Mariella22,

Thank you for reaching out. I understand your frustration and the inconvenience this situation may have caused, and I want to ensure we address your request accurately and securely.

I see that our support team has already informed you about the verification questions needed to process your request for your betting history. Additionally, I would like to clarify that there was a miscommunication regarding the need for additional documentation related to the withdrawal of the funds that you’ve spent. I can confirm that no further details are required from you concerning this.

As has been informed by support, to proceed with your request for your betting history, please provide answers to the following verification questions. :

Full name:

Date of birth:

Full address:

Postal code:

Phone number:

1-2 games played in the casino:

1-2 payment methods used in the casino:

Alternatively, you can provide us with your ID or your passport. For your privacy and security, please remember to send your answers directly to our official support email at [[email protected]] or [[email protected]], rather than sharing them here. We want to make sure that your personal details are protected. Upon receipt, we will promptly move forward with processing your request and send you the data to your email address.

We follow this process because requests for sensitive information, like your betting history, must be handled with the utmost care to protect your data and ensure it is shared only with the rightful account holder.

I truly appreciate your patience and understanding as we work to resolve this matter for you. If you have any further questions or concerns, please do not hesitate to reach out. We are here to help and are committed to ensuring a smooth resolution.

Kind regards,

Casiqo Casino

What else can you think of to prevent me from paying out!!!!!!!

This whole thing is no longer legal, you are already going way beyond what is allowed!!!!!

Never experienced such a really bad experience with such a weak casino

Was lassen Sie sich noch einfallen um meine Auszahlung zu verhindern!!!!!!!

Das ganze hier ist nicht mehr Rechtskomform,Sie lehnen sich schon weit über dem erlaubten hinaus !!!!!

So etwas noch nie erlebt so eine wirklich schlechte Erfahrung mit einen derart schwachen Casino

Dear Casiqo Casino, please send the player's betting history to my email address ([email protected]) so we can investigate it. Thank you.

How do we proceed???????

Does that really have to be all

Now strangely enough,

There is no one from support anymore because all documents are available on my account and

I still have no verification

get and chargeback money and requested game history also missing

Congratulations 🎉 for such an achievement

Wie machen wir weiter???????

Muss das wirklich alles sein

Jetzt komischerweise meldet sich

vom Support auch keiner mehr da bei meinem Konto alle Dokumente vorhanden sind und

ich trotzdem keine Verifizierung

bekomme und Rückbuchung Geld und angeforderter Spielverlauf auch Fehlanzeige

Gratuliere 🎉 zu so einer Leistung

No more replies from

Customer support !!!!!!!!!!!

Now that’s what I call a strong performance

Keine Antwoten mehr vom

Kundensupport !!!!!!!!!!

Das nenne ich mal eine starke Leistung

I should do this??????

Ich soll das machen??????

Hello, can you help me here???????

Hallo,können Sie mir hier nicht weiterhelfen???????

Dear Casino Guru and Mariella22,

Thank you for your patience while we worked on this request.

We are pleased to inform you that we have carefully reviewed the circumstances and, as a gesture of goodwill, have processed the player’s data request through alternative verification measures. This approach was taken to ensure the matter is resolved promptly and efficiently. The requested data has been sent directly to the player’s registered email address for their review and we are confident that this will finalize the matter.

Natalia from Casino Guru, we greatly value your assistance in this matter. Due to GDPR regulations and the confidentiality these principles uphold, we are unable to share the player’s data directly. However, the player is welcome to share this information with you if they choose, and we trust this will facilitate the resolution process.

Should you require any further clarification or assistance, please do not hesitate to contact us. We are always happy to assist.

Kind regards,

Casiqo Casino Team

Dear mariella22, could you please forward the document you received from the casino for our internal analysis? You can send it to [email protected], thank you.

Please take a close look at this, something is not quite right here

Lg Mariella

Bitte schauen Sie sich das genau an irgendwas läuft hier nicht ganz richtig

Lg Mariella

I sent them the file

Habe ihnen die Datei geschickt

What's going on here, I forwarded the file, something is going wrong here and something is always being deleted

Was ist hier los,habe die Datei weitergeleitet,hier läuft etwas schief und es wird immer etwas gelöscht

I have already answered several times

Habe bereits einige male geantwortet

Dear mariella22,

Thank you for your email. I have reviewed your gaming history, and the casino representative was correct in their statement. After your withdrawal request of €3,500 on December 18, 2024, was declined, the funds were indeed returned to your gaming balance on December 19, 2024. Unfortunately, you subsequently lost this amount while playing slots between December 19 and December 21, 2024.

Regrettably, if you chose to gamble the funds away before the verification was completed and the casino could process your withdrawal request, we cannot reinstate the lost balance, and there is nothing we can do about it. Therefore, we must reject this complaint.

Thank you for your understanding. I'm sorry we couldn’t be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards,

Natalia