Casitsu Casino - Die Verifizierung des Spielers hat sich aufgrund einer Adressänderung verzögert.

Hello, I don't know whether I can open a complaint about this or not. I won €1500 here and they don't want to verify my account because my old address is on it because I've moved. I mean, I confirmed my address differently and I've never had any problems with my ID. You don't get a new ID card after every move. Sorry, but I've never heard anything so stupid

Dear AleKing44,

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. Do I understand correctly that the address from your casino profile doesn't match the address stated in your documents?

Have you tried explaining the situation to the casino? Are you able to prove your new residence by documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, good day Kristina. That's right, I moved. My ID still has the old address on it. But I can of course prove my new address with several documents. To me it just comes across as if they are looking for a reason not to pay out my €1500. You yourself say it's all about identity. I don't understand why there's so much stress about the address on the ID. Above all, I always play at DamaNV casinos and my ID is always accepted. Thank you

Hallo, guten tag Kristina. Das ist richtig, ich bin umgezogen. Auf meinem Ausweis ist noch die alte Adresse drauf. Aber ich kann meine neue Adresse selbstverständlich durch mehrere Dokumente Nachweisen. Für mich kommt das einfach nur rüber als ob die einen Grund suchen um meine 1500€ nicht auszuzahlen. Sie sagen selber es geht nur um die Identität. Verstehe nicht warum dann so stress gemacht wird wegen der Adresse auf dem Ausweis. Vorallem spiele ich immer auf DamaNV casinos und mein Ausweis wurde immer akzeptiert. Vielen dank

And it should be said that my account has now been deactivated. I do not know why

Und dazu sei gesagt, das mein Konto jetzt deaktiviert worden ist. Ich weiss nicht warum

Thank you very much for your reply, AleKing44. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, excuse me. Unfortunately I don't have any photos of the communication. But I guarantee them that they have blocked my account and don't want to verify my account.

Guten Tag, entschuldigen Sie. Ich habe leider keine Fotos von der Kommunikation. Aber ich garantiere ihnen, das sie mein Konto gesperrt haben und mein Konto nicht verifizieren wollen.

Could you please clarify who exactly is using this casino account and who submitted this complaint? Please share your full name either here (we will mark the post as private) or forward it to my email address. Thanks.

A few days ago, the casino contacted me and provided an explanation of the situation and their concerns. Upon gathering all the necessary information, we discovered numerous discrepancies in both your casino account and your casino.guru account and these findings further support the claims made by the casino. We believe the casino acted appropriately given the circumstances.

I am afraid that at this point we are not able to proceed with this complaint and I am forced to close it. If you do not agree with our decision, you can always contact the licensing authority, but I am confident their opinion will be similar.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.