The player from Germany had had an issue with withdrawing his €400 winnings since the casino had requested detailed proof of deposit via Apple Pay, which he couldn't provide. The winnings hadn't originated from this deposit but through Giropay. After much back and forth, the issue had been resolved and the player had confirmed that the money had been paid out. Consequently, we had marked the complaint as 'resolved' in our system.
Betandplay Casino - Player can't provide requested deposit evidence.
Amount: €400
Betandplay Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 weeks ago
Translation
The casino refuses to pay me out as they are demanding a proof of my deposit via Apple Pay. The evidence they require
must include the name of the casino, the deposit amount, date, IBAN number, and name of the account holder who made the deposit.
However, such detailed information is not obtainable with Apple Pay. You can only see the transaction in your Wallet, where it only shows the recipient's name and the amount. The support team is also unable to provide any further assistance.
Moreover, the winning amount of 400€ was not even made through this deposit but with Giropay. Yet, BetAndPlay still insists on proof from Apple Pay, which doesn't make sense at all.
Automatic translation:
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2 weeks ago
Dear smurfpetar,
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 take KYC lightly and it might take a few working days to complete. Casinos have the right to verify every payment used in the casino.
- Have you submitted the information available to you from Apple Pay to the casino, but it wasn't accepted?
- Have you submitted verification of your deposits made via Giropay as well?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 week ago
Thank you very much, smurfpetar, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 week ago
Translation
The case was solved after much back and forth the money was paid out
Automatic translation:
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1 week ago
Thank you, smurfpetar, for confirming 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.
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