The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Crazy Fox Casino - Player’s struggling to complete the account verification.
Amount: €30
Crazy Fox Casino
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
3 years ago
Public
Public
3 years ago
Translation
Payment request from May 13th, 2021 is rejected.
Reason: proof of payment from April 18, 2021 is missing.
I deposited € 20 with Trustly on May 12th, 2021. The amount was immediately charged to my bank account. I uploaded this proof of payment from May 12th, 2021. Nevertheless, a proof of payment will be sent from April 18th. even though I used a different account for the deposit at the time.
Automatic translation:
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Public
3 years ago
Dear fazerjoe,
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 a missing Proof of Deposit from the 18th of April seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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Public
3 years ago
Translation
Hello,
the complaint has meanwhile been resolved. The payout has been approved.
Many thanks and best regards
Automatic translation:
Public
Public
3 years ago
Translation
Hello,
the complaint has meanwhile been resolved.
Many thanks and best regards
Automatic translation:
Public
Public
3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fazerjoe, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
