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The verification process at this casino is made virtually impossible. You submit all the required documents, yet they ask for unnecessary and overly specific documents, making verification unattainable. After uploading each document, you wait 5 days without any response. This is absolutely untrustworthy. I essentially donated my balance to them.

Die Verifizierung in diesem Casino wird so gut wie unmöglich gemacht. Man reicht alle Dokumente ein und dennoch werden dann unnötige Dokumente so spezifisch angefordert, dass es zu keiner Verifizierung kommt, bzw. kommen kann. Nach jedem hochgeladenen Dokument vergehen 5 Tage ohne Antwort. Absolut unseriös. Mein Guthaben habe ich denen geschenkt.

Dear Delta90,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 
• How much is your active balance now?

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

Best regards,

Petronela

a. the problem is that they want an impossible verification and to date they have not accepted any of the submitted documents. On their website it says to send your mobile phone bill or something similar for address verification. I did that, but it was not accepted, "now other documents are needed EXCEPT the mobile phone bill". So I sent others, no reaction. Then I did the verification with my ID card, everything went through positively, then, after the mobile phone bill was rejected, everything was set back to non-verified and I had to do EVERYTHING again. Pure harassment and time-wasting.

b. The payment was made more than a week ago

c. I don't have any active credit because I gave it to them. I just want to point out what a SCAM this is and I want to warn others.

a. das Problem ist das die eine unmögliche Verifizierung wollen und die bis heute keinerlei der eingereichten Dokumente akzeptiert haben. Auf deren Webseite wird gesagt, schicken Sie Ihre Mobilfunkrechnung, oder ähnlich zur Adressverifizierung. Habe ich gemacht, wurde nicht akzeptiert, "jetzt werden andere AUSSER die Mobilfunkrechnung gebraucht". Somit habe ich andere geschickt, keinerlei Reaktion. Dann habe ich die Verifizierung mit Personalausweis gemacht, alles ging positiv durch, dann, nach der Ablehnung der Mobilfunkrechnung, war alles wieder auf nicht-verifiziert gesetzt und ich musste wohl ALLES nochmal machen. Reine Schikane und Zeitschindung.

b. Die Auszahlung ist mehr als eine Woche her

c. Aktives Guthaben habe ich nicht, da ich es denen geschenkt habe. Ich will hiermit nur daraufhinweisen, um was für SCAM es sich hier handelt und ich möchte andere warnen.

Hi Delta90,

Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.

Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru