The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. He should have provided the casino with a document verifying the used payment method. It is not clear what happened in the background, but the player later confirmed he had already received his funds. The casino was not yet invited to the thread at that time. The complaint is resolved.
Bitdreams Casino - Player’s struggling to complete the account verification.
Amount: €185
Bitdreams Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I upload everything and everything is rejected, I just want my little prize
I only have an account statement online, I don't have a pdf
Carolina 17:55
One moment please, I'll check your account :)
Andre K*** 17:55
I also uploaded various letters
everything supposedly wrong
Carolina 17:58
Please upload an official bank statement in PDF format showing all deposits made to our casino via Sofort. All incoming and outgoing transactions, deposit details, account holder name and account number must be visible.
Andre K*** 17:59
i have no bank statement all online banking
I only have one app
and uploaded the deposit
Bank card photo from online banking einFoto
Carolina 18:01
In this case, please upload the screenshot of the deposit from December 02, 2022 19:11:18 UTC with all transaction data: amount, date, merchant, IBAN
Andre K*** 18:02
I uploaded it as is
it just says your iban etc
look at the pictures from the APP from the screenshot
otherwise it is not possible
Carolina 18:03
One moment please
Andre K*** 18:05
I uploaded another one from online banking
Carolina 18:06
Please provide a new screenshot of the transaction where your name and IBAN are visible on a screenshot. We cannot approve this
Andre K*** 18:07
there is no one where both are on it either or you can see it here in the chat or not
Carolina 18:07
I need to transfer you to another agent
They were referred to: Rin.
Andre K*** 18:09
Hello, can you please solve the problem
Ring 18:10
Hi. Andre! It would be great if you provide us with a screenshot of the deposit where we will see all the details. The information should be included in a screenshot.
Andre K*** 18:10
that's the detail
there is no other way
It's not possible to have both in one picture, I only have online banking
Ring 18:13
Could you please clarify if you only have a mobile app? If you probably take a screenshot of the computer version, all the details will be visible
Andre K*** 18:14
is that enough ??
it can't be that complicated to cash out a few euros
Ring 18:17
It's important that we see your name and IBAN on the screenshot, unfortunately it doesn't match
Andre K*** 18:17
I said there is no other way
this is now from the pc
online banking
my Iban is there, but my name is only on the home page
so this casino is scam and i dont get my money??
get*
Ring 18:21
In the online application, if you scroll down a bit in the deposit details, your name will appear there. Please try to take the screenshot again
Andre K*** 18:22
no he won't
My name is only on the home page, but there are no debits to see like deise, for example
why don't you want to understand that
Ring 18:23
I have refined the information, it would be better if you request a statement or download the pdf format of the statement in the computer version of the site
Andre K*** 18:24
so there is not your debit
I don't have a bank statement how often I still do
so other view no name
no bank
it only works the way i show it all the time
Please pay me my winnings
Ring 18:27
Please wait.
Unfortunately, the finance department cannot approve your payment without this statement. Is it possible to contact a bank for a bank statement?
Andre K*** 18:33
no because it was turned off
environment etc
It's just an online banking account
I've proved more than enough with the pictures as it fits
they have all the details
iban name what else
ID
letter
nothing more is really possible
in every other casino it just doesn't work here
Ring 18:34
Unfortunately, the payment cannot be made without a statement, Andre
Andre K*** 18:34
but why?
it is cheating
Also, there are other things on bank statements, data protection?
I gave them IBAN name and everything, everything is visible
then go to Casino Guru
Had read
Rin 18:40
The casino has the right to request additional information for verification. I'll just pass the information on to our finance department, we'd appreciate it if you could upload a bank statement showing all the details of the deposit
Andre K*** 18:41
how often do I have to tell them that I only have these bank statements?
so i never get my money??
Delivered
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear andre1985,
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
Translation
That's exactly how it looks like.
I can't show it on one excerpt at the same time.
I submitted everything individually and would also be accepted.
They just want to see a bank statement with the name Iban and the deposit at the same time......
Automatic translation:
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1 year ago
Thank you very much, andre1985, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello, andre1985,
From now on, I will be assisting you with your issue. It is understandable that the casino requests documents like this for verification. The casino needs to see all the requested personal data in one screenshot/document. Otherwise, it could mean the screenshots may originate from several bank accounts. We are not talking about something special. So, before I invite the casino into this thread, allow me please ask you a few questions.
In which bank do you have a bank account? Did you try to log into your bank account on your PC (internet banking)? If yes, did you try to open the transaction and export a bank statement for this payment? If not, did you contact the customer support of your bank? What information did you receive from the bank? Can you please share with me a complete communication with your bank?
It is a common thing in banks nowadays and you should be able to download such a document from your internet banking or mobile application by yourself.
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1 year ago
Translation
It just doesn't show up on one document at a time. That's it.
Single end documents where it is single will not be accepted
Automatic translation:
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1 year ago
Dear andre1985,
Maybe you could take a video of your screen while you are checking all those personal details that should be placed on one document. Did you try this?
However, I asked you a few questions in my previous post, and I am afraid there has been no answer to any of them until now. Unfortunately, we cannot move forward without you providing the required details.
So, please, read my previous post again and answer my questions. If we do not have the relevant information and answers, we will not be able to help you further in solving your problem.
Looking forward to hearing from you.
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1 year ago
Dear andre1985,
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
Thank you, andre1985, for confirmation and for using the Casino Guru complaint resolution centre. I am 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. Although I sincerely hope it will not happen, 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.
Best regards,
Branislav, Casino.guru
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