The player from Germany encountered an issue during the withdrawal process, as the casino requested credit card documents for a deposit made via Apple Pay. Despite providing bank documents that confirmed the deposit using her German IBAN, he was unable to meet the casino's request. The player initially struggled with a blocked withdrawal of €300, but after further communication and submitting the necessary documentation, the payment was confirmed, and the issue was resolved. The complaint was marked as resolved by the Complaints Team, acknowledging the player's cooperation.
SlotMagie Casino - Player’s withdrawal is delayed due to credit card document request.
Resolved
Our verdict
Case closed
Amount: €300
SlotMagie Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 year ago
Translation
During the withdrawal process, I was asked to provide credit card documents for a deposit.
However, this deposit was made through Apple Pay.
I do not own a credit card!
I have already submitted documents from my bank that confirm the deposit.
My German IBAN and all the necessary information can clearly be seen there.
Automatic translation:
Public
Public
1 year ago
Dear ffpqdvj4t6,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that verifying your deposit seems to be the only issue?
- Could you please clarify when exactly you provided the document confirming your deposit?
- Have you provided any other documents to verify your identity and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 year ago
TranslationNo, I will not be paid an amount of €300. The credit card documents are required for this, which I do not have.
Automatic translation:
Public
Public
1 year ago
TranslationI sent the document to the casino yesterday and the casino rejected it
Automatic translation:
Public
Public
1 year ago
TranslationIt's about my withdrawal of 300€ which is blocked.
Yesterday I presented the document for deposit and it was rejected.
My account is verified and I don't understand the problem
Automatic translation:
Public
Public
1 year ago
Thank you very much for your reply, ffpqdvj4t6. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
TranslationThe payment was confirmed and the bank statement worked after all.
Automatic translation:
Public
Public
1 year ago
Dear ffpqdvj4t6,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
