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I made a deposit using paysafecard and won.

When I requested a withdrawal, they asked for a paysafecard account statement, ignoring the other documents I provided.

My withdrawal request keeps getting canceled because of this, and it's really stressing me out.

Ich habe via paysafecard eingezahlt und gewonnen

Wollte Auszahlung aber die wollen Kontoauszug vom paysafecard die anderen Bilder interessieren die nicht

Ständig wird Auszahlung deswegen storniert und kostet mich mehr Nerven

Dear Serdarbaba1976,

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

I play in many casinos and I have never experienced anything like this

Paysafe proof ok but why should I provide mifinity proof of a previous deposit?

And why do they ask for a bank statement from my bank?

Ich spiele in viele casinos sowas habe ich nie erlebt

Paysafe Nachweis ok aber warum soll ich mifinity nachweisen von eine frühere Einzahlung?

Und warum verlangt man Kontoauszug von meine Bank?

Hi Serdarbaba1976,

Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.

Dear Serdarbaba1976,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.