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A prize was won, and the verification process was initiated. Several card numbers were provided for verification. I requested the transaction details (date, amount). The date was given, but not the amount. Therefore, I cannot locate the exact transaction, as it was paid via Apple Pay, which changes the displayed card numbers. Despite several emails requesting the amount, I have yet to receive a response, and the information provided has been insufficient. I naturally wish to complete the verification and receive the winnings. I request your assistance and mediation.

Es wurde ein Gewinn erspielt, danach wurde die Verifizierung gestartet. Es wurden mehrere Kartennummern angegeben die zu verifizieren sind. Ich bat um die Transaktionsdaten (Datum, HÖHE des Betrages). Das Datum wurde mir genannt jedoch nicht die Höhe. Daher ist es für mich nicht möglich die genaue Transaktion zu suchen, da via Apple Pay bezahlt wurde und dadurch die Kartennummern geändert angezeigt werden. Nach mehreren Email um Ermittlung des Betrages wurde bis dato noch nicht eingegangen und unzureichend mit Informationen geantwortet. Ich möchte natürlich die Verifizierung beenden und den Betrag auszahlen. Ich bitte Sie um Hilfe und Vermittlung.

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Dear daviddrimer,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your deposits seems to be the only issue at the moment?
• Have you provided any other documents to verify your account, and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes, these should be the only problems. Two cards have already been verified; the other two card numbers are still pending. However, I need the exact transaction details (amount and date) so I can trace them. The casino has already been informed several times that these were Apple Pay payments, which is why the last four digits of the card numbers are different from those displayed on the debit card.

Ja dies sollten die einzigen Probleme sein. Es wurden bereits 2 Karten verifiziert, die anderen 2 Kartennummern sind noch ausständig. Ich benötige aber dafür die genauen Transaktionsdaten (Höhe des Betrages und Datum) damit ich es auch suchen kann. Es wurde dem Casino mehrfach bereits mitgeteilt, da es sich um Apple Pay Zahlungen handelte, daher sind auch die letzten 4 Zahlen der Kartenummern bei der Einzahlung anders als auf der Debitcard ersichtlich.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear daviddrimer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina