The player from Germany was dissatisfied with the casino's verification process. They were not getting any response to e-mails sent to the casino. The player was later advised to send an e-mail with the requested information to a different e-mail address. The player successfully passed verification and later received their winnings. The complaint was closed as 'Resolved'.
AHTI Games Casino - Player is struggling to verify account.
Amount: €1,800
AHTI Games Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
AHTI Games Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I want to verify my account, but I don't get a reply. And the email address seems to be wrong. The mail is not sent. No reply is received
Automatic translation:
Public
Public
2 years ago
Dear moneyblau ,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which casino email address you used? I tested the email address shared on the casino's contact page (support@ahtigames.com), and the email went through without any problems. Have you also tried contacting the casino via live chat?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
I've already tried everything, including chat. I just don't get an answer from those. Mail fi***963@gmail.com It seems they don't want to pay off
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, moneyblau. Could you please confirm you have sent all your emails to support@ahtigames.com? I sent an email to that email address yesterday, and I received a reply within a few hours.
Public
Public
2 years ago
Translation
I have already uploaded documents twice but have not received an answer to this day. Yes support@ahtigames.com. Connection to server failed always comes
Automatic translation:
Public
Public
2 years ago
Translation
No valid e-mail. Nobody answers the chat either. They don't want to withdraw.
Automatic translation:
Public
Public
2 years ago
Translation
The mail was sent at 5 a.m. for a week, documents have been uploaded to this day, no response
Automatic translation:
Public
Public
2 years ago
Translation
I don't get a response, Doe just don't want to verify the account. No answer whether the documents are all available.
Automatic translation:
Public
Public
2 years ago
Thank you very much moneyblau for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Dear moneyblau,
I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.
I would like to invite representatives of AHTI Games to join this thread and participate in the resolution of moneyblau’s complaint.
Public
Public
2 years ago
Dear moneyblau,
Please be informed that we got in touch with the casino representative. Supposedly, you weren’t getting any response because you’ve sent your e-mails to an incorrect e-mail address. You should forward the information to support@ahtigames.de (instead of support@ahtigames.com).
Please keep us posted on any updates.
Public
Public
2 years ago
Translation
I made a withdrawal of 2000 euros yesterday. Today I wanted to take a look and nothing is displayed when withdrawals have been made. And there is still no money in the account. I'll write again with the DE email.
Automatic translation:
Public
Public
2 years ago
Translation
Hello happy new year. I also wrote to the email address de. No answer to date. And the withdrawal request has disappeared from my account. I haven't received any money to this day. How can you rate such a casino as good.
Automatic translation:
Public
Public
2 years ago
Dear moneyblau,
We’ve been informed by the casino representative that the payment was processed on December 30, 2021, and should reach your bank account by the end of this week but please note that due to bank holidays, there might be a delay. A reply to your e-mail was sent yesterday (January 4, 2022).
I’m setting the timer for 10 days. I’d like to kindly ask you to let us know once you’ve received the payment.
Public
Public
2 years ago
Translation
Hello I got an email on 3.1. Got the bank to approve the payout, then the payout will be made. So far the money has not been paid. Contact me when the money will hopefully be paid.
Automatic translation:
Public
Public
2 years ago
Translation
Hello The money is in the account. Thank you so much for your efforts. You should get such good help everywhere. Thank you, thank you. Keep up the good work.
Automatic translation:
Public
Public
2 years ago
Thank you, moneyblau, for the update and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
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.
Best regards,
Andrej, Casino.guru
