The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The casino has informed us that they processed the payment, however the player failed to confirm that he received the winnings and therefore we rejected the complaint.
DrueckGlueck Casino - Player’s struggling to withdraw her winnings.
Amount: €200
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
3 years ago
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3 years ago
Translation
Dear Casinoguru team,
I am having trouble verifying my address at this casino. I am required to submit an up-to-date utility bill for the past 3 months to verify my address. Since I haven't lived at my address for long, I unfortunately don't have any of these documents. I then wrote to an employee in the chat who advised me to submit a GEZ invoice so that it could be checked. I did so but unfortunately the document was rejected. I wrote to another employee who told me that only the documents required by the casino would be checked (utility bill). I asked if there was no other way to verify my address (confirmation of registration or similar), this was answered in the negative.
I asked why there was no other option, especially since the address is also on my identity card and this has already been checked.
The employee advised me to read the terms and conditions that I have accepted and that there is no way to check my account. So there is no possibility of a payout for me.
Automatic translation:
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3 years ago
Dear Sebastian,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that proof of address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Yes, I have already submitted the documents required by the casino (ID card) and they have been successfully checked.
I understand that the casino takes KYC seriously. However, I cannot explain why you would not want to check another document with my address if I do not have one of the ones required by the casino.
Thank you in advance for your efforts.
many Greetings
Sebastian
Automatic translation:
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3 years ago
Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Sebastian!
I will now try my best to help you, firstly let me invite DrueckGlueck Casino representatives to join this conversation.
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3 years ago
Hello Sebastian!
I just received a word from DrueckGlueck Casino representative, that your payment is ought to be withdrawn already.
Could you please confirm this information?
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3 years ago
Dear Sebastian,
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
Since we were not able to receive any confirmation about the successful payment by the player or the casino, we will have to reject the complaint.
Although, we strongly believe that the player was able to receive his funds.
The player can reopen this complaint any time in order to confirm that the withdrawal was or was not received.
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