The player from Germany had deposited 50€ and won 500€. However, his attempts to withdraw using a MasterCard had been rejected four times due to allegedly incorrect details. The player had insisted his details were correct and had submitted all necessary documents for KYC verification. The casino had suggested the player clear his browser cache/cookies or try a different payment method. Despite these attempts, the withdrawal had still been canceled. The casino then suggested that the player was entering a non-existent card number, which the player disputed. Eventually, the player had tried to use a friend's card, which led to confusion due to an old card number being used. Ultimately, the player confirmed that the withdrawal had been successful and the funds had arrived in his account. We had closed the complaint as resolved.
Daddy Casino - Player encounters withdrawal rejections.
Amount: €500
Daddy Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello, I am a player from Germany.
I deposited 50€ via MasterCard. Afterwards, I won 500€ without taking a bonus.
Initially, I wanted to withdraw the money through a bank transfer. However, this was refused with the explanation that since I used a MasterCard for payment, I should use it for withdrawal too. I proceeded as suggested, but unfortunately, my withdrawal was rejected four times in a row. I don't know what is wrong. The reason given is that my details are incorrect, although I assure you that the details are correct.
Dear ribery23388,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
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
I uploaded all other documents and a confirmation was received that it was accepted in the form of green ticks.
The payout is always canceled, why has no one been able to answer me yet. I pay as normal via MasterCard, enter my details and then the money is paid out. It will be canceled a maximum of one hour later. The reason given is incorrect payment details but these are correct.
It is now claimed that I leave the fields that are filled in when paying out blank. Completely incomprehensible in my opinion. I kept sending screenshots as evidence but the problem still persists. I can't withdraw.
Hello!
We are very sorry to hear that you are experiencing difficulty with your withdrawal and we will definitely help you. We have done checks and found that the method you are trying to withdraw is working. You can clear your browser cache/cookies, switch off the auto-transfer page and try again.
In case you are unable to deposit your payment details, please use another method with the VISA/Mastercard icon.
Hello
I have once again deleted everything, cookies, tracking and history. I also tried paying out on my PC, otherwise I always use my cell phone and the payment keeps getting canceled. Now I tried the other method, i.e. the Visa/MasterCard method, but unfortunately it was canceled again, the reason being the unconfirmed payment method
As we can see, you have successfully created a withdrawal request and provided a card number, however, the requests have been canceled due to the fact that you are providing a non-existent card number. Please re-create the request and make sure the card number is correct.
OK, I really don't want to seem cheeky, but I've already proven to you with a screenshot that I'm entering the correct number. What's more, I paid with the card number. And you can also see that there were more than 6 attempts. Do you really think I always entered the wrong number? It just doesn't work! As I said, if this doesn't end, you can also use bank transfer or crypto as an alternative if they allow it
The withdrawal request has been successfully paid on our side, the funds should be in your account. Please check the receipt and let us know.
Hey
Just as an information for Casino Guru, my card has not been accepted yet. Now I should try another card, unfortunately I don't have one. So I got the card number from my friend, I was supposed to verify it, I did it and paid it out. The problem now is that my friend gave me his old card number. That means the money would have to come back. I will now have him verify the correct card and try again. I apologize this time it was my mistake.
Hi ribery23388,
I hope it works because using a third-party payment method is strictly forbidden in the majority of online casinos.
I strongly advise you to refrain from such actions in the future.
- Could you please advise if there have been any developments?
Thank you.
Hello
I don't understand what you mean by third party? I would be asked to use a different card. Accordingly, I asked my friend. That was also what the casino wanted.
Hello
All payments are now out of the casino account, it is written there in full.
But to date no money has come.
Have a beautiful good morning
The money arrived
Thank you
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ribery23388, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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
