The player from Austria had deposited 150 euros via bank transfer and Rapid Transfer. However, Dublinbet requested proof from a Skrill account for withdrawal, which she did not possess. She had provided transfer confirmations for the bank transactions. The issue was resolved after the casino verified her account and initiated the withdrawal.
Dublinbet Casino - Player’s withdrawal delayed due to Skrill verification.
Amount: €200
Dublinbet Casino
Safety Index:Below averageSafety Index
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5.8
Dublinbet Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
I deposited 3 times 50 euros into my player account. Twice via bank transfer and once using an instant transfer with Rapid Transfer from my bank account. Now Dublinbet wants proof from my Skrill account before they process a withdrawal. But I don't even have one. As I said: I only made a bank transfer using Rapid Transfer. I am attaching the three transfer confirmations.
Automatic translation:
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5 months ago
Dear lillypeter,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
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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5 months ago
Translation
Yes. I have submitted my ID, proof of residential address, bank statement and bank card.
And now I have to prove that I have a Skrill account that I don't have.
Best regards
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4 months ago
Thank you very much, lillypeter, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 in the near future.
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4 months ago
Translation
The casino has now verified my account and initiated the withdrawal. Thank you for your support
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4 months ago
Dear lillypeter,
I'm 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,
Stefan, Casino.Guru
