The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Hello, it is about the following. I won 250 euros at the casino with no bonus and nothing, just with my deposit. I withdrew this money. I have uploaded my documents for verification, i.e. ID card, address confirmation and bank statement of the deposit. The chat staff blocked me. I can no longer access chat. My payout will not be processed further because the account statement is incorrect according to Casino rex. My first and last name is not on the proof of payment. My bank provides these transaction details without first and last name. According to my bank, the recipient of the money can see my first and last name after the money has been received. Casino rex still requires my name and surname to appear on the proof of deposit I uploaded, requesting bank statements from yesterday to today. I don't know why you want to rummage through my private stuff. I received a letter from my bank confirming that this bank account belongs to me. Casino rex already has this letter. Despite everything, they still refuse me my withdrawal, which I no longer have access to. I ask for help!
Hallo, es geht sich um folgendes. Ich habe bei dem Casino ohne Bonus ohne nix , nur mit meiner Einzahlung, 250 Euro gewonnen. Dieses Geld habe ich abgehoben. Ich habe meine Dokumente zur Verifizierung hochgeladen, sprich Personalausweis , Adresse bestätigung und Kontoauszug der Einzahlung. Die Mitarbeiter im Chat haben mich blockiert. Ich kann nicht mehr auf den Chat zugreifen. Meine Auszahlung wird nicht weiter bearbeitet, da der Kontoauszug laut Casino rex fehlerhaft sei. Auf den Nachweis der Einzahlung steht mein vor und Nachname nicht drauf. Meine Bank stellt diese Umsatzdetails ohne vor und Nachname. Der Empfänger des Geldes kann aber laut meiner Bank meinen vor und Nachname nach Geldeingang sehen. Casino rex verlangt immer noch das auf dem Einzahlungsnachweis der von mir hochgeladen wurde mein Name und Nachname stehen soll, auf Verlangen sie Kontoauszüge von gestern bis heute. Ich weiß nicht warum sie in meinen privaten Sachen durchstöbern möchten. Von meiner Bank habe ich ein Schreiben ausgestellt bekommen wo Bestätigt wird, das dieses Bank Konto mir gehört. Casino rex hat dieses Schreiben bereits. Trotz allem verweigern sie mir immer noch meine Auszahlung auf die ich mittlerweile keinen Zugriff mehr habe . Ich bitte um Hilfe!
Dear Ella092,
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 your bank statement seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Ella092,
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 your bank statement seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Hello, yes exactly, the casino has already approved my ID and address confirmation. It only fails at the bank statement. Because my name is not on it, just my Iban. They even have confirmation from my bank in German and English that the account belongs to me. Even issued yesterday. I hope you can help me. Best regards
Hallo, ja genau, das Casino hat meinen Personalausweis und meine Adresse bestätigung schon genehmigt. Es scheitert nur an den Kontoauszug. Weil dort mein name nicht draufsteht sondern lediglich meine Iban. Von meiner Bank haben sie sogar die Bestätigung auf deutsch und Englisch das das Konto mir gehört. Ausgestellt gestern sogar. Ich hoffe ihr könnt mir weiterhelfen. Liebe Grüße
There is news: I received an email from casinorex saying that I was suddenly verified and they accepted the documents. Good news! My payout now says: accepted I received the prize. The complaint can be marked as solved! Thanks to you and the casino.
Es gibt Neuigkeiten: ich habe eine Email von casinorex bekommen , wo drin steht das ich auf einmal doch verifiziert wurde, und sie die Dokumente akzeptiert haben. Eine gute Neuigkeit! Meine Auszahlung steht jetzt als : akzeptiert ich habe den Gewinn erhalten. Die Beschwerde kann als gelöst markiert werden! Danke an euch und das Casino.
Dear Ella092,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
Dear Ella092,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.