CasinoBud - Der Rückzug des Spielers wurde aufgrund einer noch nicht abgeschlossenen Überprüfung verzögert.

I deposited 600 euros on the website in question on July 2, 2024. I participated in the sweepstakes on the site and bet on soccer and the Olympic qualifier on basketball. I managed to get the account to 3500 euros, after which I withdrew 1000e, which they paid. After that I tried to withdraw more, but my account had to be verified (kyc). I uploaded everything they wanted, but they wanted to know where the cash deposit to my account had come from, both the pictures and the winnings that came to my account from other gaming companies are mine. I sorted out the cash deposit and sent them the pictures from my game accounts showing my withdrawals and the pictures from the account statement showing the withdrawals in question. They didn't accept photos but demanded an official document from other casinos showing my deposits and withdrawals. I asked these casinos if it is possible to get this. They replied that they do not deliver the documents in question. I put the pictures of these conversations on casinobud, but they still demand the documents in question, which are impossible to obtain.

Dear eetusepponen,

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 make sure I understand your situation completely.

Could you please advise if any of your identity documents have been verified?

Do I understand correctly that there is a problem with your proof of income for verification purposes? Has the money you deposited to CasinoBud come solely from your winnings at the other two casinos, or have you also used funds from other sources?

Please note that casinos are not obligated to provide you with an official document showing your deposits and withdrawals. Also, we cannot compel them to send such documents to you due to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino Guru. While we always strive to assist players affected by unfair casino practices, GDPR laws are beyond our area of expertise.

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

Identity certificates and all other kyc sections have been confirmed. I also sent them pictures of my other winnings, which they rejected, but since my account statement showed that I have won many thousands from other sites, I wondered why I need to provide more documents since I have only deposited 600 euros. After that, they wanted certificates that the winnings in question were won on my own account. I put pictures of the accounts and account profits and a bank statement where the profits in question are visible. They did not accept them but demanded new official evidence.

Henkilöllisyystodistukset ja kaikki muut kyc osiot on vahvistettu. Toimitin muista voitoistani heille myös kuvia, jotka he hylkäsi, mutta koska tiliotteeltani näkyi että olen muilta sivuilta voittanut monta tuhatta ihmettelin miksi minun pitää toimittaa lisää dokumentteja koska olen tallettanut vain 600 euroa. Sen jälkeen he halusi todistukset että kyseiset voitot on voitettu omalla tililläni. Laitoin tileistä sekä tilien voitoista kuvat ja pankki tiliotteen, jossa kyseiset voitot ovat näkyvillä. He eivät niitä hyväksyneet vaan vaativat uusia virallisia todisteita.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at veronika.l@casino.guru. Thank you.

Dear eetusepponen,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.