The player from Switzerland is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
DrueckGlueck Casino - Player’s struggling to complete account verification.
Amount: €10,000
DrueckGlueck Casino
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Dear Sir or Madam
A few days ago I made a big profit at rückglück.de, without a bonus or anything like that.
For the payout I had to upload the credit cards used, the account had already been verified last year.
Then I received an email that some bank details should be verified, but without details.
I have written to support several times, but I have not received an answer. There is no reaction in the live chat, sporadically there is a meaningless answer and the message that everything is fine, but that bank details still have to be verified. I don't have to worry though, everything is fine.
I've been waiting for a response for days now, there's nothing in the live chat, and there's no response to my emails either.
I would be grateful for any support.
With kind regards
Elma's H***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear habibhaberler,
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 when exactly you sent your documents? Have you provided them 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
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2 years ago
Translation
Hi
Many thanks for the quick feedback. I uploaded the credit cards on June 24th, 2022, the other documents already last year, these were no longer required either.
I have a problem with not getting any feedback, not even in live chat. The website is also unavailable at times.
With kind regards
Elma's H***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation
I would like to add that I have set a cool-off period of 7 days for self-protection, since I could not pay out the remaining 5000. This was canceled after 3 days...
Automatic translation:
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2 years ago
Thank you very much for your reply, habibhaberler. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Have you contacted the casino regarding the cool-off period issue? Have you received any explanation as to why was the cooling-off period canceled? Thank you in advance.
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2 years ago
habibhaberler, I see you were informed that the casino has processed the withdrawal. If you have not received the withdrawal yet, let's give it a few more days. If there is no development by this Friday, let us know and we will try to contact the casino.
