The player from Germany did not pass the identity verification even though she had provided the requested documentation multiple times. The casino representative later informed us that the player's winnings had been paid out. The complaint was closed as 'Resolved' after the player confirmed she had received the disputed amount. We reopened the complaint as per the request of the player who inquired about an unprocessed withdrawal. Based on the player's statements, it was not clear whether the inquiry was related to the original withdrawal request or another one. Shortly after that, the player indicated that the disputed amount had been played down to zero and wished to have her gaming account closed. The casino never responded to the player's complaint. Ultimately, the player's complaint was rejected as we haven't received any further clarification regarding the issue from the player.
DrueckGlueck Casino DE - Player’s struggling to complete account verification.
Amount: €467
DrueckGlueck Casino DE
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello I have a problem. I sent my documents 4 times and every time they answer. That they cannot verify Because they tell them they are not correct I even wrote Immel but they do not answer. I try with the support but they never answer I am a little sad I feel teasing you refraction if you do something best regards
Dear Caiamela,
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.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Good morning thanks for the reply. The documents are my identity card there is also written there my address a sheet that verifies my address and my credit card copy and more of the transaction that I have made I do not know what they want still. And this for 4 times. Thank you best regards
Good morning they still send me immel that the documents are not they are not current and a shame. I want to get my money back thank you project
Thank you for your reply, Caiamela. Did the casino indicate what was wrong with your documents? Do I understand correctly that they are older than they are supposed to be? Or do they contain outdated information?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Good morning everything they say and false my non-old documents have a deadline of 2032.
This is for the 4 time they write to me after that every time I send them the documents if you wish you can do it too check with my documents I don't know what they find strange I have never experienced these things they say greetings
Today I sent my documents again and they always reply the same thing I can't take it anymore
Thank you very much Caiamela for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Dear Caiamela,
I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue as soon as possible. In the meantime, if there’s any relevant communication between you and the casino, please forward it to andrej.p@casino.guru.
I would like to invite the representatives of DrückGlück Casino to join this conversation and participate in the resolution of Caiamela’s complaint.
Dear casino team,
Could you please state the reason why all documents Caiamela has provided as proof of address and proof of income have been rejected?
Dear Caiamela,
Please be informed that be managed to get in touch with the casino representative who confirmed that your funds had been sent your way on Friday last week and should reach your account in 2-7 business days.
I’d like to kindly ask you to let us know once you’ve received the payment. I’m setting the timer for 10 days.
So yes or the money has arrived and I'm happy thanks I also believe that you have done something thanks. I would like to say that you have to say that when someone calls they have to answer. Thank you
Dear Caiamela,
I'm very glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'Resolved' in our system.
Thank you for your cooperation, and please do not 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,
Andrej, Casino.guru
Dear all,
We've reopened this complaint as per the player's request.
Additional comments from the player:
"Hello Caiamela: Maria f*** project I have again a problem with the Druck Cluck casino they ask again for my documents to pay my 468 euros already sent again but they don't answer me. When the verification has already been done in the past. Thanks for your help. Project"
We would like to ask the representatives of DrückGlück Casino to participate in the resolution of the matter.
Dear casino team,
We'd like to kindly ask you to indicate the time frame in which Caiamela can expect progress to be made in the additional verification procedure. Any relevant information can be forwarded to andrej.p@casino.guru .
Good morning I would like you to tell Druck Cluck casino to close my Konto spielen. I waited a long time to get my money from the winnings, they always have problems because I was already verified and again they demand documents and the winnings cannot be collected. And all the winnings were played again. Coinc all the documents forwarded say they were not in order. I ask you if you can I want to close my account forever because they always make problems. When it comes to collecting money, they don't have any problems, thank you Maria C ***
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.
Dear Caiamela,
Unfortunately, we haven’t received any response from the casino team. I’m afraid that without cooperation on the part of the casino team, we won’t be able to proceed with this case.
Before taking any further action, could you please let us know if there have been any developments in your case in the meantime? Have you received any response from the casino? If it was an e-mail sent to the casino you haven’t received a response to, I’d like to kindly ask you to forward the e-mail to andrej.p@casino.guru.
Moreover, could you please clarify if the amount of €468 you’re currently waiting to be withdrawn is in any way connected to the amount of €467 that has been, successfully withdrawn from your gaming account, according to your confirmation from November 28, 2022?
Thank you in advance.
Dear Caiamela,
Please note that I haven’t received any e-mails from you.
I’m extending the timer by 7 days. Kindly note that in case you don’t provide the requested information in the given time frame, I will have to reject your complaint.
Thank you, Caiamela, for the reply, but could you please clarify? I’m not sure how to interpret your comment.
Dear Caiamela,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear all,
Unfortunately, we’re forced to reject this case because Caiamela has stopped responding to our messages and questions. Without her cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
