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Hello, I've already paid out a couple of times. now they wanted the documents to be checked at the amount of CHF 1,810. Oke I send ID from the front and back was accepted. now a bank statement with a transaction on it from you and from january. Well I have sent soagr in PDF as sis wanted and they don't accept it. They keep sending me the same saying for days. (Provide us with the bank statement that displays transactions connected with our company for January.) And all other questions were ignored, the live chat always sends me the same answers and doesn't respond to mine ask what should I feel really ripped off. I have always remained polite and sent what they asked of me. This is just a scam when it comes to more money where you have to pay out, you just want me to gamble the money but not with me, I'm not addicted to gambling!

Please help me something like that is not allowed, there are laws everyone has to adhere to.

Guten Tag ich habe schon paar mal ausgezahlt. jetzt wollten sie bei dem Betrag von 1810 CHF eine Überprüfung von den Dokumenten. Oke ich Sende ID von Vorne und Rückseite wurde Aktzeptiert. jetzt ein Bankauszug, wo eine Transaktion drauf ist von ihnen und von januar ist. Gut habe ich Gesendet soagr in PDF wie sis wollten und sie aktzeptieren es nicht. Sie Senden mir immer den gleichen spruch seit Tagen.(Provide us with the bank statement that displays transactions connected with our company for January.) Und alle anderen fragen wurden ignoriert, der Live Chatt sendet mir auch immer die gleichen Antoworten und reagiert nicht auf meine fragen was soll das ich fühle mich echt verarscht. Ich bin immer höfflich geblieben und habe das gesendet wo sie von mir verlangten. Das ist einfach ein betrug wen es um mehr geld geht wo sie auszahlen müssen, sie wollen nur das ich das geld verzocke aber nicht mit mir, spielsüchtig bin ich nicht!.

Bitte helft mir sowas darf nicht sein es gibt Gesetze jeder muss sich daran halten.

Dear Guguu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that the requested bank statement from January has been sent to casino but not accepted?  Have you been advised in what format it should have been sent? Lastly, how long ago your account was verified previously?

Lastly, could you please confirm that the disputed amount of 10CHF is correct?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Good afternoon after long back and forth sending of the documents it worked fortunately, I just think they just wanted me to gamble away the money because I was wrong 13 times sent the same documents now it worked you just have to stay tuned because they keep saying I kept sending in wrong documents until it worked

Guten Tag nach langen hin und her senden der dokumente hatt es zum glück geklappt ich glaube einfach die wollten nur das ich das geld verspiele da ich ungelogen 13 mal die gleichen dokumente gesendet habe jetzt hatt es geklappt mann muss einfach dran bleiben da sie immer wieder sagen falsche dokumente habe ich immer wieder eingeschickt biss es funktioniert hatt

Thank you very much, Guguu, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Guguu,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.