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After several withdrawals, the casino now wants verification. No problem. But they insist on pictures of my credit cards, front and back. Otherwise, they won't accept it. I've provided all my ID and debit cards. But without the front and back of all my credit cards, they won't verify me. The casino could, for example, require me to complete a PostIdent verification to confirm my identity. But they won't do that. How can you help me?

Further withdrawals are therefore now blocked. Incidentally, I made the last deposits from my regular Sparkasse account and was able to receive the withdrawals there as well!

Das Casino will nach mehreren Auszahlung jetzt eine Verifizierung. Kein Problem. Sie bestehen aber auf Bilder von meinen Kreditkarten, vor und Rückseite. Sonst lassen sie es nicht gelten. Ich habe perso, und bankkarte alles angegen. Aber ohne vor und Rückseite meiner kompletten Kreditkarten, verifizieren sie mich nicht. Das Casino könnte zb ein postident von mir verlangen um mich zu bestätigen. Machen Sie aber nicht. Wie können Sie mir helfen?

Weitere Auszahlung sind deshalb jetzt gesperrt. Im übrigen, habe ich die letzten Einzahlungen von meinem normalen Sparkassen Konto gemacht und auch dort die Auszahlungen hinbekommen!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What obstacles are there to providing photos of the credit cards the casino requires?
• Have you used the cards the casino listed to deposit in the online casino? Are the credit cards virtual?
• Has your bank or other institution issued the cards in your name? Which institution issued them?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Exactly. For one thing, I have it virtually on my phone, and no app lets me take screenshots. Second, if I also show the three-digit code on the back, they might somehow try something with the card. I used this card at first. Now I only use bank transfers. No, not with a bonus.

Genau, zum einen habe ich diese virtuell auf meinem Handy und keine app lässt mich Screenshot s machen.  Zum anderen wenn ich den 3 stelligen Code auf der Rückseite auch zeige,  könnten sie irgendwie was mit der Karte probieren.  Am Anfang  hatte ich diese karten benutzt.  Jetzt nur noch Überweisung.  Nein nicht mit Bonus erhalten.

How can I get a screenshot of the virtual cards?

Wie kann ich den ein Screenshot von den virtuellen Karten bekommen?

I have sent you emails

Ich habe Ihnen Email s geschickt

Hello?

Hallo?

Thanks for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

• Do I understand correctly that one of the banks where the cards were issued is Revolut?
• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

In the past, players were able to get such confirmation from this particular bank and submit it to the casino.

Please let me know about the result.

Yes right one is Revolut why

Ja richtig eine ist Revolut warum

• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

Yes, I forwarded it to the casino

Ja habe es dem Casino weitergeleitet

Thanks for your reply.

Was your most recent submission of the documents successful?

Did the casino conclude the verification process?

Has the casino started to issue payouts to your bank account?

Please let me know.

No, the casino has been verifying my address for two days. I've entered everything correctly and sent it to the casino. Every time, they ask for another verification, even though they already have EVERYTHING. Withdrawals are still blocked due to verification. They're just stalling me.

Nein, seit 2 Tagen überprüft das Casino meine Adresse. Ich habe alles ordnungsgemäß angegeben und an das Casino geleitet. Jedes kommt noch eine andere Überprüfung obwohl sie schon eig ALLES haben. Auszahlungen weiterhin gesperrt wegen der Verifizierung. Die halten mich nur hin

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear myriem25,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

The casino does not accept my ID card with a valid address as address verification.

Das Casino nimmt meinen Personalausweis mit Gültiger Adresse nicht als Adresse verifizierung an.

I'm currently on vacation, and the casino wants a certificate of good conduct to prove my address. In Germany, a national identity card is sufficient proof of address!

Ich bin Auch zur Zeit im Urlaub und das Casino will ein Führungs Zeugnis für den Adress Nachweis. In Deutschland gilt Personalausweis für die Adresse!

Gas and other bills are all in my husband's name, so that wouldn't be valid as proof of address. My ID card, however, would be. Which the casino doesn't accept.

Gas oder sonstige Rechnung läuft alles über meinen mann deshalb würde das ja nicht als adress Bestätigung gültig sein. Personalausweis von mir allerdings schon. Was das Casino so nicht akzeptiert

Dear Myriem25,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

RoyalGame Casino team.

Dear myriem25,

Thank you for your cooperation.

To proceed with the verification process, we kindly ask you to provide a government-issued document, if no other alternative form of identification is available.

Alternatively, you may submit a bank statement, provided it is not issued by a digital bank.

Please ensure that the document is clear and all details are visible.

We appreciate your prompt attention to this matter and thank you for your understanding.

Kind regards,

Royal Casino team.

I sent you the top part of my bank statement. I'm surely not required to disclose or show you the payments on my statement. That's why I sent you the part with my name, address, and the date.

Ich hatte Ihnen den oberen Teil meines Konto auszugs geschickt. Zahlungen auf meinem Kontoauszug muss ich Ihnen ja wohl nicht angeben und nicht anzeigen. Deshalb der Teil mit meinem Namen und Adresse und dem Datum.

And why not digitally? I do online banking, after all! There are simpler and faster verification methods! In my opinion, this is just stalling...

Und warum nicht digital? Ich mache schließlich online banking! Es gibt Verifizierungen die einfacher und schneller sind ! Das hier ist meiner Meinung nach hinhalten...