The player from Germany was prompted to provide additional documents for the KYC, even if his account has been verified in the past. We rejected the complaint because the player played their balance down to zero.
AHTI Games Casino DE - Player is struggling to withdraw his winnings.
Amount: €500
AHTI Games Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
They don't want to verify my account. Again and again document was not recognized. Even though my account was already verified 9 months ago.
Automatic translation:
Public
Public
1 year ago
Dear moneyblau,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We know already from your previous complaint that the account has been successfully verified in the past. Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently?
If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Dear moneyblau,
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.
Public
Public
1 year ago
Translation
Player's additional comments:
"Hello, no, everything has remained the same. A document has now been recognized. But I still cannot have it paid out. Nothing is missing as it was written. Nevertheless, I cannot have it paid out."
Automatic translation:
Public
Public
1 year ago
Thank you, moneyblau, for your reply. Could you please advise how many days ago was your account finally verified?
Public
Public
1 year ago
Hello moneyblau,
We allowed some time to casino to process your withdrawal after successful verification. Have there been any developments since our last conversation, please?
Public
Public
1 year ago
Thank you very much, moneyblau, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello moneyblau,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite AHTI Games Casino DE to join the conversation and participate in the resolution of this complaint.
Dear AHTI Games Casino DE,
Can you please provide an update on the status of the player's withdrawal?
Kind regards,
Tomas
Public
Public
1 year ago
Translation
I lost the money out of frustration. I never play with them again. Thanks for the help. Do you know how long a payout at Vulkan Vegas takes? There I applied for a payout of 4000 euros on Saturday.
Automatic translation:
Public
Public
1 year ago
Thank you, moneyblau, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino.
We are here to help.
Kind regards,
Tomas
Please disable your AdBlock