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Hello, I won at Slotmagie. My deposits were made from my personal account at Volksbank. Now the casino is requesting documents relating to my PayPal account, even though I've never deposited via PayPal. I also have no other activity on my PayPal account because I've never used it. Despite this, I submitted all the required documents, and they are requesting the same documents again, even though they've already received them. A few days ago, I also won, and the €200 was transferred to my Volksbank bank account without any problems.

Guten Tag, ich habe bei Slotmagie gewonnen. Meine Einzahlungen gingen über mein Privatkonto bei der Volksbank.Nun forderte das Casino auf Unterlagen über mein Paypalkonto einzureichen obwohl ich noch nie über paypal eingezahlt habe. Sonst habe ich auch keine kontobewegung bei paypal weil ich das noch nie genutzt habe. Troztdem habe ich alle Unterlagen eingereicht und wieder fordern Sie ein und die selben Dokumente obwohl Sie diese bereits erhalten haben. Vor paar Tagen habe ich auch gewonnen und die 200Euro wurden ohne Probleme an mein Bankkonto bei der Volksbank überwiesen.

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Dear Krys400,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To clarify your issue:

• Could you please let me know which specific documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you had any previous requests for documentation related to your wins or deposits?
• Are there any other payment methods you have used for deposits other than your Volksbank account?

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

Best regards

Petra

Dear Krys400,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru