HomeComplaintsDas Ist Casino - Player’s withdrawal has been rejected.

Das Ist Casino - Player’s withdrawal has been rejected.

Amount: €1,000

Das Ist Casino
Safety Index:Very low
Submitted: 11 Jan 2021 | Case closed : 25 Jan 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany had his withdrawal cancelled due to unfinished account verification. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Didn't accept any evidence, although EVERYTHING was delivered as requested - payment was finally refused

Automatic translation:
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3 years ago

Dear Carsten,

Thank you very much for submitting your complaint. 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 licensed casinos takes KYC lightly.

Have you been advised what exactly seemed to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

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3 years ago

Dear Carsten,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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