The player from Germany is experiencing difficulties verifying her account. The issue was successfully resolved.
Casino Sieger - Player’s struggling to complete the account verification.
Amount: €1,500
Casino Sieger
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
3 years ago
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3 years ago
Translation
Hello, I have to get your help again today. I have been a member of Casino Sieger since 2014. I can't say for sure whether I've already had a payout. On January 3rd I won € 1500. I was immediately asked to present deposit receipts from SOFORT Banking, Skrill, Neteller and ecopayz. I only started playing at this casino again at the end of 2020. I was also able to present proof of SOFORT Banking. Not from Skrill, Neteeler and ecopayz because I made a deposit there a few years ago. I was also no longer able to get the evidence from the support there. In addition, the casino was not able to give me an exact date of these transactions. After an endless number of emails, I was able to clarify the matter with Skrill and Neteller through a screenshot without proof of the payment. Now it still depends on the proof of ecopayz. Every day I get a new request. Christina asked me to provide a simple proof without a deposit slip (deposit was in February 2020 and only 90 days can be proven). I did that immediately. Today Tom asked me to bring a screenshot with proof of the payment. It has been going on like this all the time. I'm at a loss again and I need your help.
Roswitha
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3 years ago
Dear Roswitha,
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. None of the licensed casinos takes KYC lightly.
Do I understand it correctly that verifying your ecoPayz payment method seems to be the only obstacle standing between you and your winnings?
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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3 years ago
Translation
Hello Petronela,
yeah that's the only problem. There is simply no progress.
regards
Roswitha
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3 years ago
Thank you very much, Roswitha, for your reply. I will now transfer your complaint to my colleague Peter 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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3 years ago
Hi again Roswitha 🙂,
I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hello Peter, I just wanted to inform you that I was finally able to send the ecopayz screenshot with the deposit to Casino Sieger from February 2020. Now nothing should stand in the way of verification and thus of payment. I am curious how it will go on now. I did everything.
regards
Roswitha
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3 years ago
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Hello Peter, I sent the missing document to Casino Sieger 5 days ago. No response to date. Always the answer from support that it is being checked and that I should wait. You can't send messages to the finance team, so I'm curious if there will be an answer here.
regards
Roswitha
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3 years ago
Hi Roswitha,
I will do my best to help you. We would like to ask Casino Sieger to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Hi Peter,
Today came the following request: Kindly be informed that relevant department still needs Bank Card with IBAN ending on 0852 (expired).
Please send copy of front and back of that bank card so we can proceed with your payout.
After 4 weeks of verification process, this request comes now. It is obvious that you want to delay the withdrawal. Is that still serious?
I sent it right away. Let's see what comes up next? Vaccination certificate maybe ???
Best regards
Roswitha
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3 years ago
Hi Roswitha,
Please send the required documents again in the best quality possible and we'll see if it works out this time. Hopefully, there will be no further delays.
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3 years ago
Translation
Hi Peter,
my account was verified on Friday after 4 weeks. Now I'm curious how long I'll have to wait for my money. The ABG is available within 48 hours. They are already over now. Now my withdrawal request would be checked, the support replied to my request. That could take a while now, I should be patient ???? !!!
So much for the state of affairs.
Best regards
Roswitha
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3 years ago
Hi Roswitha,
Thanks for the update. It looks like we are getting there step by step. Let's see if your withdrawal gets through.
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3 years ago
Hallo Peter,
Dear Roswitha,
Thank you very much for your patience.
Kindly be informed that your withdrawal has been approved and processed today.
You are going to receive the amount in up to 5 business days depending on your bank’s speed.
Have a good day!
Let us know if you have more questions, we are happy to help you!
Diese Nachricht habe ich heute bekommen. Das hört sich sehr gut an. Nun warte ich nur noch auf den Bankeingang.
Herzliche Grüße
Roswitha
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3 years ago
Dear Customer,
We have checked your account and we are pleased to say that your account was verified on 29th of January 2021. With that being done, we can also confirm that your withdrawal request of €1500 was approved and done from our end on 2nd of February 2021. You should receive your winnings shortly.
Kind regards,
Casino Sieger Complaints Team
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3 years ago
Hi all,
Thank you both for your replies. Roswitha, please let me know when you receive your winnings.
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3 years ago
Translation
Hi Peter,
today is the 08.02. and the money is still not there. This is the current status.
Best regards
Roswitha
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3 years ago
Dear Casino Sieger Team,
Could you please update us on the status of the payment?
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3 years ago
Translation
Hi Peter,
the money is in my account. Thank you for your efforts and support. The whole thing turned out positively, even if after a long wait.
Thanks also to the casino.
Best regards
Roswitha
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3 years ago
Hi Roswitha,
Thank you for the update. You are very welcome as always. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
