Yonibet Casino - Die Rücknahme des Spielers hat sich verzögert.

I deposited €1600 using Skrill. Afterwards, Skrill was removed. Support told me to make a deposit using my Revolut account or crypto, and then withdraw using that method. I deposited using my Revolut account and crypto. However, they then requested a video of the crypto transaction. I sent the video from my Yonibet account directly to my Trust Wallet, which shows the crypto transaction to Yonibet. Yonibet is still insisting on having the personal information in my Trust Wallet, but it's not possible to have personal information in a Trust Wallet. Please help.

Ich habe 1600 euro mit skrill einbezahlt. Danach wurde Skrill entfernt. Support sagte mir mit Revolut Konto oder Crypto eine Einzahlung machen, danach geht es auf diese Methode zum auszahlen. Habe mir Revolut Konto und Krypto eingezahlt. Es wurde dann aber ein Video gefordert von der Krypto Transaktion. Habe ich gesendet von meinen Yonibet Konto persönlich Informationen direkt in mein Trust wallet zu der Kypto Transaktion an Yonibet. Yonibet besteht aber weiterhin auf die persönliche Informationen in meinen Trust Wallet, was aber nicht möglich ist im Trust Wallet persönliche Informationen zu haben. Bitte um Hilfe

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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 Sentorani,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly provide information regarding the documents you submitted for the verification of your Trust Wallet?
• Additionally, is the payment method registered under your name?
• Lastly, have you successfully made any withdrawals at this casino previously?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Trust Wallet cannot be verified - it is an anonymous, decentralized crypto wallet.

Same explanation as above

No, no withdrawal has been made yet.

Here is the official definition of a trust wallet:

No, you cannot set up personal information with the Trust Wallet .

The app is a decentralized non-custodial wallet.

No registration required: No personal data, emails, phone numbers or identification documents are requested.

No Know Your Customer (KYC) verification: You do not need to verify your identity.

Local data storage: Your accounts and transactions are processed anonymously via the blockchain. The app stores your data locally on your smartphone.

Trust Wallet kann nicht verifiziert werden - es ist ein anonymes dezentrales Krypto Wallet

Selbe Erklärung wie oben

Nein Noch keine Auszahlung vorgenommen

Hier die offizielle Definition von trust wallet:

Nein, bei der Trust Wallet können Sie keine persönlichen Informationen einrichten. 

Die App ist eine dezentrale Non-Custodial-Wallet.

Keine Registrierung: Es werden keine persönlichen Daten, E-Mails, Telefonnummern oder Ausweisdokumente abgefragt.

Kein Identitätsnachweis (KYC): Sie müssen Ihre Identität nicht verifizieren.

Lokale Datenspeicherung: Ihre Konten und Transaktionen werden anonym über die Blockchain abgewickelt. Die App speichert Ihre Daten lokal auf Ihrem Smartphone.

Dear Sentorani,

Thank you for your response and for clarifying the issue. To proceed with the complaint, could you kindly provide the following information?

• A screenshot of your crypto address
• Any details regarding your deposit, such as the transaction hash
• The exact amount and the address from which the funds were sent

You may send this information to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Sentorani,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru