The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
DrueckGlueck Casino DE - Player’s struggling to complete account verification.
Amount: €300
DrueckGlueck Casino DE
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
2 years ago
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2 years ago
Translation
Hello, I uploaded the documents required for a payout to Drückglück on Saturday evening after winning €300, but Drückglück has not yet managed to verify my account and therefore no payout is possible.
Automatic translation:
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2 years ago
Dear hotti67,
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.
Therefore, I would recommend that you wait at least one more week. I will keep this complaint open and if there is no development by the end of this time frame, we will intervene.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, thanks for your help, just managed to pay out.
Kind regards
Automatic translation:
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2 years ago
Awesome news, hotti67. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.
