The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. It has been resolved.
Casino Kakadu - Player’s struggling to complete the account verification.
Amount: €200
Casino Kakadu
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
2 years ago
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2 years ago
Translation
My account cannot be verified. It is probably because I cannot submit a payment receipt on which my own IBAN is named in addition to the payment made. Unfortunately, my bank (ComDirect) does not offer this (often discussed problem in online forums). It's not enough for finance to see a screenshot of the deposit and photos of my bank card. There is no way to verify my account even though I was able to make a deposit through the same bank. So whoever pays in money via ComDirect has no way of verifying himself and thus cannot pay out any money. The online support (many different employees) couldn't help me either
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2 years ago
Dear Niklas,
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 providing a payment receipt with displayed IBAN 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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2 years ago
Translation
Hi there,
Thanks for the feedback.
I have submitted all the other required documents. These have been checked and approved. The only thing missing is the receipt for the payment. I had also submitted this, but as described, my own IBAN was not shown here. Please have a look on the net, unfortunately this is generally the case with ComDirect. I also understand the criminal act requirements related to money laundering. I would also like to fix the problem, but unfortunately there is no way under the given requirements of the casino
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2 years ago
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Short addition, as not mentioned yet: Of course, I spent a long time writing with the support team in the chat, but they couldn't help me. Furthermore, I contacted the casino 2 days ago by email / contact form. Unfortunately, there was no response at all
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2 years ago
Thank you very much, Niklas, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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2 years ago
Hello Niklas,
I looked at your complaint and will do my best to help you. I would like to invite Casino Kakadu into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Translation
I just want to point out that I have already answered your question that you put to the casino in detail in the message flow
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2 years ago
We would like to ask the Casino Kakadu to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
Hello, the issue was resolved by the casino over the weekend. Submitted documents were approved and so was the withdrawal request. Thank you for your support
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2 years ago
Greetings, friends!
I see that everything is already in order! Glad to see that everything was resolved positively even before my introduction!
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2 years ago
Dear Niklas,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
