The player from Germany is struggling to receive his winnings due to unfinished verification. We rejected the complaint because the player didn't respond to our messages and questions.
The casino wanted a bank statement with IBAN, address, name and date, but since I only received address, name and date or IBAN, date and name from my bank, I had to submit multiple documents. Ultimately, I submitted the correct document last week. Nevertheless, the payout was not processed and, on request, it was repeatedly said that the documents were being checked.
Dear Daniel,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take the KYC (Know Your Customer) process very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. Could you let me know when exactly you submitted the last document?
Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.
I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Dear Daniel,
Thank you very much for your email. I see that you contacted the casino yesterday and in the message you mentioned, that you sent the missing bank statement last week. I would suggest you to wait for a few more days and if your account isn't successfully verified, we will try to get in touch with the casino to find out what is going on.
Additionally, I would like to ask you to reply directly to this thread in the future. This is for us the quickest and easiest way to communicate. Thank you for understanding.
Yes, they wanted a screenshot of Muchbetter and Skrill, where the deposit and also the email address and the name can be seen.
Both providers do not offer this in their apps, so they seem to have rejected them again.
Hier die Antwort des Casinos:
Dear XXX,
You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:
- screenshot of Skrill transaction to Condor Gaming, showing account information in the top right corner. Your email, name and the transaction to our casino have to be displayed.
-Muchbetter proof of account
Let us know if you have more questions regarding your account, we are happy to help you!
Sincerely,
Brian
Big5 Players Support
Big5 Casino
Ich habe dann folgendes geantwortet, seitdem keine Reaktion:
Do you read the Text i have written?
Both, muchbetter and skrill does not provide this in their Apps and u know it for shure. So u just delay it.
This case will be forwarded to the mga authoroty on friday if u dont acept the screenshots i already sent or find a different solution.
Dear Dati91,
You have to provide these documents in order to verify your account. Asking for proof of deposits from these payment providers isn't anything unusual. If this is not possible in your mobile app, I am sure it will be possible on your computer. At least, I found an example for Skrill - proof of transaction:
Regarding the MuchBetter, from the casino's message it seems that proof of having it should be enough, but I cannot tell for sure how it is supposed to look like. Please let me know if this information was helpful.
Today I sent the overview, similar to your example, with booking, name and email address.
Let's see when they answer.
Dati91, thank you very much for letting me know. Please keep me updated, if you receive some answer from the casino, so we can continue resolving this case accordingly.