ReelsOn Casino - Player's verification is delayed due to a deposit issue.

habe einmal einbezahlt kurz vor 17 uhr. das casino sagt, daß sie eine andere zeit war. habe alle dokumente eingereicht. ich werde nicht verifiziert deswegen. im chat kann dir niemand helfen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your deposit history in your casino account showing all the deposits you made on 17 July?
• How many deposits did you make on 17 July? Did you use the same payment method for all of them?
• Have all your other identity documents been reviewed and approved during the KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

hallo veronika,

habe nur einmal an diesem tag einbezahlt

nur der führschein, danach wurde die verifizierung eingestellt weil die uhrzeit von der einzahlung nicht stimmt.

Thank you for your reply. The discrepancy is not only in the time of the deposit but also in the deposited amount. Your deposit history shows a transaction of €20, while the payment confirmation from PaysafeCard shows a payment of €25.

Please make sure that you provide the casino with the correct payment confirmation corresponding to the €20 deposit shown in your casino account so that they can verify the transaction and proceed with the verification of your account.

hallo veronika,

habe dir eine mail gesendet. danke

Hello franztheuerw,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email.

The deposit history in your account shows that you used Skrill for your €20 deposit. This payment is also visible in your Skrill statement from July, showing that you made the €20 deposit at 17:32 CEST, which is two hours ahead of the UTC time used by the casino.

Has the casino reviewed the screenshot of your Skrill wallet? Was this screenshot also rejected as part of the KYC verification process? If so, please send me the casino's statement explaining why this document was rejected.

hallo. ja das habe ich geregelt und wurde auch aktzeptiert. alles andere würde noch immer nicht verifiziert. man wird auch nicht benachrichtigt wenn was abgelehnt oder aktzeptiert wird. werde dieses casino einfach meiden. warte nicht 2 monate auf eine verifizierung.

Thank you for the information. I understand that you are frustrated by the lengthy verification process. However, such extensive verification is usually required before the first withdrawal, and your future payments should generally be processed more quickly and smoothly.

Nevertheless, please let me know whether you would like to continue with this complaint or whether you would prefer to have it closed because you are no longer interested in completing the verification process with this casino.

hallo. ich habe lange genug gewartet. das casino komuniziert nicht mit mir. also besser, ich spiele woanders. danke

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.