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Hello and good afternoon

Won on 4.06.21 in Casino 2000 euros, submitted all the documents for the verification and was then blocked and was told that it should go via Skype, why why don't I fight for a good month and just get the same answers in each other Casino is faster and easier

Hallo und guten Tag

Habe am 4.06.21 in Casino 2000 Euro gewonnen habe alle Dokumente für die Verifizierung eingereicht und wurde dann gesperrt und mir wurde gesagt dass es über Skype gehen sollte warum weshalb weiß ich nicht kämpfe ein gutes Monat herum und bekomme nur die gleichen Antworten in jedem anderen Casino geht es schneller und unkomplizierter

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly and the issue is incomplete account verification due to upcoming Skype call, is that accurate?

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 takes KYC lightly and it might take a few working days to complete this thorough process. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it.

Please keep me updated and let me know how the call went. Thank you very much in advance.

Best regards,

Petronela

Hello, thank you very much Petronela tried to get a Skype address through the support but unfortunately got no answer.

Hallo vielen Dank Petronela habe aber versucht über den Support eine Skype Adresse rauszuholen habe aber leider keine Antwort bekommen.

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello I received the Skype call today. After about an hour of Q&A, I was told that I should receive an email in a few hours. I'm curious if that will happen.

Keep up to date.

Lg. PATRICK

Hallo habe heute den Skype anruf erhalten. Nach ca. einer Stunde Fragen und Antwort spiel wurde mir gesagt dass ich in ein paar Stunden eine E-Mail erhalten sollte. Bin gespannt ob dass was wird.

Halte euch auf den laufenden.

Lg. PATRICK

Hello Patrick,

I'm Nick and I'll be assisting you from now on in your case. Was the skype call for verification purposes? Did they contact you since then? Are you now able to make a withdrawal request?

Hello Nick

Yes, the call was to check with a lot of questions not only about your personal data but also about the last games, what you played, how high the stake was, how high the last win was and so on.

But I received an email that my account is working again.

When paying out via bank transfers, it says Branch Address is that the address of my bank?

Thanks for your help since a good team.

Lg Patrick

Hallo Nick

Ja der Anruf war zur Überprüfung mit richtig viele Fragen nicht nur über deine persönlichen Daten sondern auch über die letzten Spiele was man gespielt hat wie hoch der Einsatz war wie hoch der letzte Gewinn war und so weiter.

Habe aber eine E-Mail erhalten dass mein Account wieder funktioniert.

Bei der Auszahlung über Bank Transfers steht Branch Adresse ist dass die Adresse meiner Bank?

Danke für eure Hilfe seit ein gutes Team.

Lg Patrick

Hello Patrick,

As I'm not 100% sure in the answer and don't want to advice something wrongly so I would rather like to ask the casino to help to process the player the withdrawal to resolve the issue.

Hello Patrick and Casino Guru Team,

Thank you for the invitation to join the conversation.

Answering your question, we want to inform you that the Branch Address is the address of the player's bank. Our support team is working round the clock, so customers always may contact us at any time in case they need any assistance.

Also, our Financial Department has already successfully approved Patrick's withdrawal requests. Bear in mind, that it takes about 5-7 banking days to process the payment on the bank side.

We appreciate your cooperation and understanding.

Kind Regards,

Wild Tornado Casino Team

Hello I received the payment today, many thanks for your support.

Lg Patrick

Hallo habe heute die Auszahlung erhalten vielen Dank für eure Unterstützung.

Lg Patrick

Dear Patrick,

Thank you for letting us know that your issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru