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.
Casinorex - Player’s struggling to complete account verification.
Amount: €250
Casinorex
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
10 months ago
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10 months ago
Translation
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!
Automatic translation:
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10 months ago
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
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10 months ago
Translation
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
Automatic translation:
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10 months ago
Translation
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.
Edited
Automatic translation:
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10 months ago
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
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