The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
Arlekin Casino - Player’s struggling to complete the account verification.
Amount: €600
Arlekin Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
They tell me that I can't verify my payment method.
There is no view at Jeton where you can see the transaction and my name and address at the same time.
You want both on one screenshot which is not possible.
Automatic translation:
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1 year ago
Dear Jonas23111,
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 payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Dear Jonas23111,
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.
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1 year ago
Dear Jonas23111,
As I can see, your proof of payment was verified on March 5 , as well as your account, and on the same day your winnings were successfully paid out.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jonas23111, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
