Das Ist Casino - Player’s struggling to verify his account.

I deposited 39.65 via Skrill to Das Ist Casino.

Tried my luck with lightning roulette and won a nice 4400 euro. After that I initiated a withdrawal and went to bed. In the morning I got an email that the document showing the deposit from skrill to the casino didn't match. Which isn't true. They keep telling me that I send the wrong document. My Skrill email is different than the one I use for the casino.

On my Skrill account you see the exact date and time which matches that on the casino.

The first live agent was a guy named Victor who was a bit annoying and not trying to understand. Kept saying things like unfortunately we can't accept the document which is a literal screenshot of the deposit.

I became a bit angry and left the chat. 

After this conversation I took a shower and came back and spoke with a Live agent named Daniel, I send him the exact same document and he verified my account. 

After that I got an email stating: 

"We are glad to inform that your account is fully verified now at DasistCasino. 

Thank you for assisting us." 

Good day, dear Diangelo! 

"I congratulate you on your recent winnings!!👍👍👍 I'm happy to see such a player by DasIstCasino! Your game experience is a good example of how a good player should gamble. Wow, I admire you! 

To be able to withdraw you just need to verify your account and provide some documents which our Support Team emailed you about. We are sorry for bothering you with the verification, but unfortunately, we have to do this according to Malta Gambling Authority requirements. Luckily, it should be done once only! 

If you have any questions or would like to receive a personal reward for your activity in the future, please just let me know. 

I wish you a lovely day and good luck with your further playing of course! 

Best Regards, 

David 

Your VIP Manager @ DasIstCasino"

Daniel told me I could proceed for a withdrawal. I did exactly that, I was happy..the nightmare was over right?

Nothing is more true.

After a while I get an email saying I need to verify again because my document i send Daniel wasn't "valid"

This time I speak with a girl named Eva, Eva accuses me that I'm sending the wrong documents..where I ask her that I'm already verified.

She says her system tells her I did the deposit with a different account which again is not true! I tell her that this all is shady and she doesn't respond for a long time only reading it. After a while I threatened her with the gaming commission and complaints on websites.

After a while she nonchalantly says 

" can I help you with anything else"

I ask her to talk to David the manager, she tells me no David isn't here. I tell her that's a bad lie. She abruptly ends the chat saying " we reached an end to our conversation "

Is this what a responsible and reputable casino is? I've played with many casinos winning big. Betsson,Boomcasino,Casinowinner etc and never had a problem verifying. Always quick payouts without stalling and lying to me. It's really sad as this is an German casino and thought the service would be great too. Until I saw this website..

I initially signed up through Askgamblers so how come a casino as this is rated so good on Askgamblers?

Dear Diangelo,

Thank you very much for submitting your complaint and for forwarding relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have used any other payment method to deposit funds into your account or this was the only one?

Additionally, please forward any relevant communication along with the payment receipt to petronela.k@casino.guru. I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It seems like it's going the right direction. He told me I should upload the screenshot from my Skrill account with my name and payment to them, even though that's the exact same I've been sending them all along. These documents have a green marking now and thus verified, now they also asked me to make a selfie with me holding my passport beside my head. I've also sent them that and I'm awaiting it being verified. This is the first time I'm sending a selfie of myself to an online casino. I've won bigger amounts on Betsson and never ever had to make a selfie.

After uploading my selfie with passport I get this email..

"Your document (20201029_104556.jpg) wasn't approved. Reason: Kindly upload the selfie with ID and note "Hi Dasist Casino + date" in hand."

I don't know how that is possible as I am not an acrobat.

After sending them the selfie of me holding my passport, the note with date from today etc they finally verified my account again..for the third time.

"We are glad to inform that your account is fully verified now at DasistCasino.

Thank you for assisting us."

I can finally withdraw to my Skrill account? We shall see..

I received the full amount in my Skrill account! The case is solved!

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Diangelo, for your cooperation and 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