The player from Germany faces withdrawal issues as her payout is rejected due to an unverified PayPal account. Although she has submitted the required documents, the casino claims her merchant ID is missing, which she confirmed does not exist for her personal PayPal account. Support insists on this ID, complicating her access to her funds.
SlotMagie Casino - Player's payout is delayed due to account verification issues.
Opened
Current status
Waiting for player to reply
6d 22h 37m 49s
SlotMagie Casino
Safety Index:Very highCase summary
Discussion
Public
Public
18 hours ago
Translation
The payout was rejected on the grounds that my Paypal account was not verified.
I have sent all the necessary documents.
They claim my merchant ID is missing, but I have a personal PayPal account. Therefore, I don't have a merchant ID.
Support says every PayPal account has a merchant ID; I spoke to PayPal on the phone. They confirmed this.
Private account does not have a merchant ID.
I made almost all deposits via Paypal and sent a detailed bank statement from the last six months.
Automatic translation:
Public
Public
1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 hour ago
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.
- Have all your documents been approved, apart from the PayPal verification?
- Can you please forward me the documents you sent to the casino for the verification of your PayPal account? My email address is [email protected]. Kindly include all the communication between you and the casino customer support regarding this issue as well.
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
