The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Arlekin Casino - Player’s struggling to complete account verification.
Amount: €1,200
Arlekin Casino
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello, today is June 19th, 2023
€1200 won at Arlekin Casino
My payout has been cancelled
Ground
I deposited €130 with Bodapay
I am supposed to upload a deposit screenshot from myfinity from 02/22/2023
the problem When I go to my transaction list it only shows me back to 03/23/2023
I don't see February
when i asked why myfinity screenshot
I deposited with Nodapay
Did you mean for security reasons?
when I announced that my transaction list from myfinity only until 23.03. 2023 shows you mean i sl myfinity cover letter why. that's the way it is, even if it takes days or weeks
The same trick was at Lucky Dreams, they also wanted to see deposit screenshots that were months back or proof of Mknaten old cash codes that were no longer available
Automatic translation:
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10 months ago
Dear quartasalvatore748,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the Mifinity deposit seems to be the only issue here? Have you provided any other documents and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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10 months ago
Translation
Hello Kristina
Yes the problem is everything has been approved.
I uploaded a screenshot of the deposit from my account since I deposited with Nodapay. Everything is accepted except my deposit screenshot.
But the casino really wants a screenshot of the February 22 deposit.
Which I made with myfinity.
But when I look at myfinity's transaction list, it shows me from March 23, 2023 to today.
But it doesn't show me February.
Myfinity support has been contacted but this may take weeks.
However, the casino insists on the February screenshot. myfinity
Lucky Dreams also did this trick back then. She wanted a screenshot and a cash code, which I no longer had. So I canceled my account there.
But I deposited 130€ with Nodapay, you can see that on the last picture transactions. Why do you want February from myfinity?
Edited
Automatic translation:
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10 months ago
Good evening, quartasalvatore748 !
Sorry to hear that you have faced so many difficulties while verifying your account.
However, confirmation of all payment methods, used to make a deposit in the casino, is inevitable part of the account verification process required by the license giving provider.
I see that just today you have uploaded the required screenshot from your MiFinity account, and it was already approved by the corresponding department.
However, I also see, that you have deleted another screenshot that confirms your deposit made via Nodapay.
Kindly ask you to upload it back, so we can complete the verification of your account.
Best regards
Arlekin Casino.
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10 months ago
Translation
Hello
Arlekin Casino
I deleted the screenshot
because he was on check for days, while today's uploaded documents were immediately verified,
I assumed that the bank screenshot would no longer be needed.
I've uploaded it again and hope that it finally works with the payout
Just stupid that you can pay out 1000€ a day, but it's ok. First I pay the 1000€ from Dan. The rest
Greetings
quarter
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10 months ago
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Update, finally today 06/21/2023. 10:50
my account was verified
Now I'm waiting for the payment
as soon as the money is there, I'm also so fair and will change my rating from very negative to good as soon as the money is there
I will report here
UPDATE 6/21/2023 1:29 PM
Hello as promised I'll get in touch
After days of back and forth, my money is here
As promised, I will also correct my review for the casino to the positive
From my side, THE CASE CAN BE CLOSED
Thanks again to CASINO CREW
And Ans Arlekin Casino
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Automatic translation:
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10 months ago
Dear quartasalvatore748,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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