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I have already submitted a lot of pictures of the ID card etc. when will the verification finally be ready??

Habe schon sehr viele Bilder vom Ausweis usw eingereicht wann ist die Verifizierung endlich fertig??

Dear olischoltner,

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.

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

Account was verified today

But still waiting for the payment

Already had some online casinos that paid out under 24 hours

Or even after 4 hours the money was already in my account

Konto wurde heute verifiziert

Warte aber noch auf die Auszahlung

Hatte schon einige Onlinecasinos die haben es ausgezahlt unter 24 Stunden

Oder sogar nach 4 st war das Geld schon auf meinem konto

I've played at my casino with real-time instant transfer

I'm curious when the money will be paid out

Hab m bei meinem Casino gespielt mit echtzeit sofort Überweisung

Bin gespannt wann das Geld ausgezahlt wird

Thank you very much, olischoltner, for the update. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing now that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding. 

Dear olischoltner,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.