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They simply won't pay out my winnings.

Every time, a new document is missing and when I upload this one, another one is suddenly required.

Each time, they reject my payout request and I just don't know what to do next.

I'm worried that I won't receive my winnings.

Please, could someone help me?

Sie wollen mir einfach meine Gewinne nicht auszahlen.

Jedes mal, fehlt ein neues Dokument und wenn ich dieses hochlade, fehlt wieder ein neues.

Jedes mal, lehnen Sie meine Auszahlungsanfrage ab und ich weiß nicht mehr weiter.

Ich habe bedenken meine Gewinne nicht zu erhalten.

Bitte helfen Sie mir doch.

Dear janaipahlish,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

I am already verified there and have made withdrawals in the past.

But this time they are standing in the way, it seems.

The specific problem with verification seems to be that they keep requesting a new document, which I keep submitting.

However, there are no payouts because they are always rejected by the casino itself.

I made the first withdrawal request on March 4, 2024 at 11 a.m.

In addition, even my VIP manager doesn't respond to my emails.

As I said before, I have a feeling that you simply don't want to pay me my winnings.

Ich bin bereits dort verifiziert und habe auch schon in der Vergangenheit Auszahlungen vorgenommen.

Dieses mal stellen sie sich aber quer, wie es den Anschein hat.

Das konkrete Problem bei der Verifizierung scheint zu sein, dass sie immer wieder ein neues Dokument anfordern, welche ich immer wieder einreiche.

Es kommt aber zu keiner Auszahlung, da diese immer vom Casino selbst abgelehnt werden.

Die erste Auszahlungsanfrage habe ich am 4.03.24 um 11 Uhr gestellt.

Zudem antwortet mir nicht mal mein VIP Manager auf meine Emails.

Wie bereits gesagt, habe ich ein Gefühl davon, dass Sie mir einfach nicht meine Gewinne auszahlen wollen.

Please close the case,

the casino paid out.

Thank you for the quick response and help.

Bitte schließen sie den Fall,

das Casino hat ausgezahlt.

Vielen Dank für die schnelle Antwort und Hilfe.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, janaipahlish, for your confirmation, and please don’t 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,

Petronela

Casino.Guru