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Casino is requiring a bank statement on my old card, even though it is not linked to the site I play on, or has made a deposit on.

I am told that my old card (expired) is linked to one of their other sites (where I am approved)

Casino er kræver en bank statement på mit gamle kort, trods det ikke er koblet til det site jeg spiller på, eller har fortaget indbetaling på.

jeg får at vide at mit gamle kort ( udløbet ) er koblet til et af deres andre sites ( hvor jeg er godkendt )

Dear Vakaufmann,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that updating the requested bank statement seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

it ended up that I was kyc verified when they used my verification from their other site, as well as that I got my payout! Case closed

det endte med at jeg blev kyc verificeret da de brugte min verificering fra deres andet site, samt at jeg fik min udbetaling! Case closed

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Vakaufmann, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru