The player from Austria, with a fully verified account at Vegazone, faced withdrawal issues after winning a larger sum. The casino requested proof of a past deposit made via Google Pay/Klarna Visa, but Klarna did not provide a PDF for this transaction. The issue was resolved after the player confirmed the situation and cooperated with the Complaints Team. The complaint was marked as resolved with no further action required.
VegaZone Casino - Player's withdrawal is delayed due to deposit proof request.
Resolved
Our verdict
Case closed
Amount: €17,500
VegaZone Casino
Safety Index:HighCase summary
Discussion
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5 days ago
Translation
I already had a fully verified account with Vegazone, and now that I've won a larger sum, they're requesting proof of a deposit I made some time ago using Google Pay/Klarna Visa (pay later). Klarna doesn't offer a way to print a PDF showing the amount. I paid all outstanding installments to Klarna today to eliminate one obstacle. Could you please advise me on the best way to handle this situation?
Thank you
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2 days 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.
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2 days 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.
- When exactly did you make the deposit with Google Pay/Klarna Visa that you are being asked to provide proof of by the casino?
- Have you made any other deposits into this casino using this payment method that were successfully verified in the past?
- Have you contacted customer support and asked them to specify exactly what type of document they require and how it should be generated?
- Have you tried offering any alternative way to verify the ownership of this deposit, for example a video confirmation from your banking or Google Pay account?
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
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2 days ago
TranslationI made the deposits with Klarna Visa on February 9th and 10th. I was already able to withdraw money from the account as it was considered verified. Only after I had a larger win was I suddenly asked to verify my Klarna Visa; they want a screenshot of the app showing the transaction and my name, but there's no such thing in the app. I can only take separate photos of everything.
My bank account has long been verified with vegazone.
This is the last email from vegazone:
"Thank you for the clarification and for explaining the situation in detail. I understand that Klarna's layout can be limiting in terms of downloadable documents.
If the Klarna app does not provide a formal statement, we can alternatively accept the following combination:
A full screenshot from the Klarna app showing the transactions (€45, €80, and €60), including your name and visible account details.
A screenshot or document from the Klarna Visa section showing the last four digits of the card number.
The PDF confirming that your Sparkasse bank account is linked to your Klarna Visa.
This combination should allow us to verify that the Klarna Visa used for the deposits belongs to you."
I also have another question regarding the daily withdrawal limit... is it really true that those with higher winnings are only allowed to withdraw €500 per day?
What does someone do who wins a jackpot there?
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19 hours ago
TranslationToday I received an email from vegazone confirming that they have accepted my documents. There shouldn't be any further problems. Thank you very much.
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19 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Alpha33,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
