The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
BacanaPlay Casino PT - Player’s struggling to complete account verification.
Amount: €3,000
BacanaPlay Casino PT
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
Public
Public
11 months ago
Translation
Hello,
The casino now has a German license. Living in Germany.
I'm trying to verify my account, but for 2 days no reply to the documents, no reply to emails, no live chat available, just an unusable live chat.
Can you help me?
Automatic translation:
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11 months ago
Dear 92michaelhuber92,
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.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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11 months ago
Translation
No, when I click on the payout button I am asked to upload an ID document and proof of address document, I have done this.
But then a message came up that it usually only takes 12 hours and should contact support after 48 hours.
Then I'll have patience
Automatic translation:
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10 months ago
I fully understand your frustration, 92michaelhuber92. However, I will set the timer for additional 7 days allowing to casino some more working days to process your submitted documents and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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10 months ago
Translation
The verification documents were accepted this morning, and I immediately applied for a payout. I'm curious when the money will be transferred.
Automatic translation:
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10 months ago
Translation
The payout has just been completed and is on the way via wire transfer, I'm positively surprised now, although I was skeptical beforehand 👍
Automatic translation:
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 92michaelhuber92, for your cooperation and 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
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