The player from Germany is experiencing difficulties verifying her casino account due to missing proof of income. The complaint was resolved as the player received her winnings.
Casino Sieger - Player’s withdrawal has been delayed.
Amount: €200
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
2 years ago
Public
Public
2 years ago
Translation
Hello, I have on May 16. and 17.05 in the casino a total of 100 € deposited with ecopayz. Then on May 17th I wanted to make a withdrawal of € 200. Didn't work, first had to confirm cell phone number, then confirm email. Did not work, always came your account is already confirmed. I played the game a few times, then wrote to support, after 2 days I finally got an answer, my account would have to be confirmed manually, waited another 2 days, then it was finally confirmed. So on May 20th the payment requested. Before, I had already uploaded documents to my account, ID on both sides, proof of address, proof of payment with Ecopayz, account card to which I requested the payment (Ecopayz payment does not work)
after 2 days nothing happened, I wrote to support again, waited again for an answer for 2 days, then I should send an account card that I used to deposit a few months ago and proof of income. The account no longer exists because I have a new one. So I sent confirmation of termination and proof of income (I covered all the numbers there), again waited 3 days! Today I received another email that you need proof of where my funds come from, which I have used for the deposits. Now I'm at a loss and don't know how to go on. And I think it's a mess how long it all takes. I have already played in a casino with the same license, there it took 14 days to pay out, but there I did not need to send a proof of income! I've never had so much trouble with a casino for verification.
I think that's pure chicane. The whole thing now takes 3 weeks!
Automatic translation:
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2 years ago
Dear Bettina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Please let me know if this advice was helpful or we need to intervene.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela.
thanks for the answer, but the problem is that it all drags on forever, as I said, it has been going on for 3 weeks now. I sent my last document two days ago, pay slip with all the figures visible, only employers hidden, no response so far.
And why don't you have to send a pay slip for review at casinos with the same license?
I haven't had to do this in other casinos either!
now I'll wait until they get in touch and then tell me what they want next. Because unfortunately I don't see an end yet, in my eyes this is a delaying tactic.
Greetings Bettina
Automatic translation:
Public
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2 years ago
Thank you very much, Bettina, for your reply. I will now transfer your complaint to my colleague Nick 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
Translation
Hello, quick update.
To this day, I have not received an email stating that my account has finally been verified.
Then checked my player account and the withdrawal was approved today, (what a miracle)
Now I have to wait until the money is in my account. According to some reports from this casino,
it usually takes up to 1 week.
I will then let you know.
Greetings Bettina
Automatic translation:
Public
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2 years ago
Hello Betina,
I'm Nick and I'll be assisting you in your case from now on. Based on your previous post here, I won't be inviting the casino here yet. Let's wait if the withdrawal arrives to your account. Keep us updated.
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2 years ago
Translation
Hello Nick,
the payment has now arrived on my account.
All in all, it took 3 weeks from the payment request to the payment,
I haven't had to wait anywhere that long.
I locked myself out of this casino right away.
Greetings Bettina
Automatic translation:
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2 years ago
Dear Bettina,
Thank you for letting us know that your money has arrived. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you. The complaint will be now closed as resolved.
Best regards,
Nick
Casino.guru
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