The player struggles to withdraw his balance due ongoing verification. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
DrueckGlueck Casino DE - The player struggles to withdraw his balance.
Amount: €28
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
1 year ago
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1 year ago
Translation
When making a payment, the error message appears that documents still have to be uploaded and verified.
However, all documents have already been uploaded.
There is no answer in the live chat and email support from Drückglück.
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1 year ago
Hello bergsiek,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DrueckGlueck Casino DS. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
thank you for the fast feedback.
The verification process has been running since September 28th, 2022.
Proof of bank account, proof of address and passport have been uploaded.
There was no response from Drueckglueck to any of the documents.
I wrote many emails to Drueckglueck and also used the live chat.
Unfortunately there was never an answer. I made my last attempt at the beginning of October via live chat; again there was no answer.
Best regards
Edited
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1 year ago
Thank you bergsiek for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello bergsiek
I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.
We would like to invite DrueckGlueck Casino DE to join the conversation.
Dear DrueckGlueck Casino DE,
Can you please provide some information regarding the long delay in the player's verification?
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1 year ago
Dear bergsiek
I was contacted by the casino representative and they informed me, that they still need the missing requested information on Credit Card**8517 from you. The casino support has sent you a new e-mail explaining also that you have an active Bonus which will also prevent you from withdrawing.
So once you provide this to the casino and either cancel the bonus or finish the bonus wagering, you should be able to finish the verification process and submit a withdrawal request.
Please let me know when you do so.
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1 year ago
Translation
Dear Michael,
Thanks for the answer.
I just uploaded the credit card again.
Unfortunately, I did not receive an email from the support about the active bonus.
Support doesn't answer my emails either. I have read on various portals that support is currently not staffed and is not answering.
Unfortunately, the bonus can only be canceled via support, which I cannot reach.
Could you possibly cancel the bonus for me? You will receive a response from support to your messages.
Maybe then I can make the payment afterwards.
Many thanks and best regards
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1 year ago
Translation
Dear bergsiek
I was informed that this was sent to you via email (I will leave it in the original German language)
"Dear Mr Bergsiek,
I am writing to you regarding the inquiry about CasinoGuru.
In order to make withdrawals in the future, the account must be verified. To verify the account, you can upload the following documents:
1. The credit card**8517 . Please cover the 8 number in the middle and upload the card like this?
You will find helpful tips on the following link: https://www.xn--drckglck-75ae.de/dokumente-hochladen/
You can find the direct link to upload the documents here: https://www.xn--drckglck-75ae.de/?dl=docs
You can actually see how many points you need to convert into your account through your account. You click Personal Area - Cash Management - Active Bonuses. In order to request a withdrawal you must first convert any active bonuses that you have in your account. And you wager a bonus by redeeming it x60 the amount.
You have already collected 17.59 points out of 534.
You receive 0.5 points for every euro wagered, whether you win or lose on the spin, or with real money or bonus credit.
You can wager your bonus on all slot machines. Before you open a game you can press the "i" in the top right corner and if there is a bonus game it means that you can use your bonus balance in the game. Game examples would be Book of Dead, Spinning Wilds, THOR and many others. "
Have you received this email? You have provided this email bergsiek@t-online.de to us, is this the same email that you have used for registration in DrueckGlueck Casino DE?
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1 year ago
Dear Michal,
thanks for your answer.
Now everything is ok:
Drueckglueck verified all my documents including the credit card.
I played the bonus up to the end and ended with € 170.
I made a successcul payout of this amount of money on my credit card.
Now everything is ok! Thanks a lot for your help.
Just one last point:
I did not get any mail from Drueckglueck; maybe they have a problem with their emailserver.
My email is correct. This is the same Email I used for registration at Drueckglueck and at Casinoguru.
Kind Regards
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1 year ago
Translation
Dear Michael,
Thanks for your answer.
Now everything is good:
Drueckglueck checked all my documents, including the credit card.
I played the bonus to the end and ended up with €170.
I have successfully withdrawn this amount of money to my credit card.
Now everything is good! Thank you for your help.
Just one last point:
I didn't get any email from Drueckglueck; Maybe they have a problem with their email server.
My email is correct. This is the same email I used to register with Drueckglueck and Casinoguru.
With best wishes
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1 year ago
Great news, bergsiek. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
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