The player from Switzerland encountered difficulties in withdrawing funds as the casino requested proof of his deposit, including detailed transaction information. However, he could not locate the corresponding bank statement on any of his accounts, including Revolut, DKB, or Aircash. The Complaints Team extended the response time for the player to provide the necessary documentation, but ultimately, the complaint was rejected due to the player's lack of response to inquiries.
Betandplay Casino - Player's withdrawal is delayed due to missing transaction proof.
Closed
Our verdict
Player stopped responding
Amount: €1,249
Betandplay Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Which payment method did you use to make the 200€ deposit into this casino? Was it Skrill?
Are you aware of the fact that you made the 200€ deposit into this casino on May 31?
Which payment methods have you used to deposit money into this casino?
Have all your other deposits been verified by the casino during the KYC?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
5 months ago
Translation
What payment method did you use to deposit €200 at this casino? Sofort Klarna
Did you know you made a €200 deposit at this casino on May 31st? Yes, I did.
What payment methods have you used to deposit money at this casino? Credit card, Skrill, and Sofort.
Has the casino verified all your other deposits during KYC? My account is 98% verified, but I'm not having any issues with my Sofort transfer verification.
Automatic translation:
Public
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5 months ago
Could you please forward me the statement from your Skrill account starting on May 31, up to today at [email protected]?
