The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
Hello,
this is mainly about the verification (not for the first time) of my person. Had used a bonus and played but made no profit. Then deleted it. Used the associated free spins and then implemented the relevant sum. This resulted in about €201.50. I requested a payout where I was then told that a photo with ID and electricity bill or rental agreement is required for verification. A photo of ID and payslips submitted to the casino (in the meantime, in my ignorance, I used another bonus and played without success so that when I canceled the bonus I only had €177.xx. No problem then I said no matter, just make bonus purchases - Then I got back to €257.xx). Casino then replied that my submitted documents were not correct I should submit utility bill or rental agreement with ID on a photo together. This game then went back and forth several times with the same response from the casino over and over again. Then I wrote a longer answer why I can't submit an electricity bill and therefore resort to bank or payroll accounting. The answer on July 13, 2022 was that I should take a photo of the bank statement together with the ID. Did this and sent it by mail on 07/14/2022. Today, July 19th, 2022, I ask what the processing status is and get the answer that the submitted documents are not correct. I should submit a utility bill or rental agreement with a photo of the ID together. To me, this is all just a delaying tactic by the casino. If I hadn't written today, there probably wouldn't have been an answer from them either. In the time I was writing for several days, I increased the balance to €1050.xx with bonus purchases. Previous payout requests about 14 days ago were 2x €500 without any problems
Hallo,
hier geht es sich hauptsächlich um die Verifizierung (nicht zum ersten mal) meiner Person. Hatte einen Bonus genutzt und gespielt aber kein Gewinn erzielt. Diesen dann gelöscht. Die dazu gehörigen Freispiele genutzt und dann die betreffende Summe umgesetzt. Daraus ergab sich ca. 201,50€. Habe eine Auszahlung angefordert wo mir dann gesagt wurde das zum Verifizieren ein Foto mit ID und Stromrechnung oder Mietvertrag benötigt wird. Dem Casino ein Foto von ID und Gehaltsabrechnungn eingereicht (In der Zwischenzeit in meiner Unwissenheit einen weiteren Bonus genutzt und gespielt ohne Erfolg so das beim canceln des Bonuses ich nur noch 177,xx€ hatte. Kein Problem hatte mir dann gesagt egal mache halt noch Bonuskäufe - Bin dann wieder auf 257,xx€ gekommen). Casino antwortete mir dann das meine eingereichten Unterlagen nicht richtig wären ich sollte doch Stromrechnung oder Mietvertrag einreichen mit ID auf einem Foto zusammen. Diese Spiel ging dann mehrere male hin und her mit der immer wieder gleichen Antwort vom Casino. Habe dann eine längere Antwort geschrieben warum ich keine Stromrechnung einreichen kann und deshalb auf Bank oder Lohnabrechnung zurück greife. Die Antwort am 13.07.2022 war dann das ich halt ein Foto vom Bankauszug machen sollte mit der ID zusammen. Habe dies gemacht und am 14.07.2022 per Mail geschickt. Heute 19.07.2022 frage ich nach wie der Bearbeitungsstatus ist und bekomme als Antwort das die eingereichten Unterlagen nicht korrekt sind ich sollte doch eine Stromrechnung oder Mietervertrag mit Foto der ID zusammen einreichen. Das ist für mich alles nur eine hinhalte Taktik des Casinos. Hätte ich heute nicht geschrieben wäre wohl eine Antwort von denen selber auch nicht gekommen. In der Zeit des Schreibens über mehrere Tage habe ich die Balance auf 1050,xx€ mit Bonuskäufen hochgeschraubt. Vorherige Auszahlungsanforderungen ca. 14 Tage zurück waren Problemlos 2x 500€
Dear slombi,
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 takes 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 long ago you completed the account verification in the past?
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
Dear slombi,
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 takes 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 long ago you completed the account verification in the past?
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
Hello, everyone,
that a verification must be carried out is completely clear and understandable to me.
An identity check was already carried out once in April 2022. After submitting photos of my ID and Mastercard everything was ok. The casino did not want a copy of my registration certificate of my place of residence or did not respond to it.
Now in July, the casino wants to do another identity check by taking a photo of my ID card and a utility bill or rental agreement (not older than 30 days).
I wrote to them that I don't have an electricity bill because I only ever get annual bills from the electricity provider (I don't get monthly electricity bills because the amount is automatically debited from my account) and a rental contract is of no use because I've had it since 2018 and not just within of the last 30 days this was signed.
Then I got the answer:
On 07/13/2022 at 06:28 support@gg.bet wrote:
Dear Customer,
It does not necessarily have to be a rental agreement, but another official document that confirms your place of residence - e.g. a bank statement, your radio or mobile phone bill, etc.
Regarding your question about the bank statement, you need to take a picture of it (on the same photo) along with your ID.
When I asked yesterday if everything was ok, I got the answer again regarding the electricity bill or rental agreement. After an explanation regarding the answer from them and the documents submitted, I then got this:
Dear Customer!
The Security Department has determined that the document proving your residency should be a utility bill. That's why we're actually waiting for a photo of your ID + electricity bill.
THAT cannot be that the electricity bill is the document of all documents. What is written on an electricity bill that is not written on other documents. For me personally, it's now just harassment.
Hallo zusammen,
das eine Verifizierung durchgeführt werden muss ist mir völlige klar und verständlich.
Es wurde schon einmal eine Identitätsprüfung im April 2022 durchgeführt. Nachdem ich Fotos von meiner ID und Mastercard eingereicht hatte war alles ok. Eine Kopie meiner Meldebescheinigung der Wohnortes wollte das Casino nicht bzw. hat darauf nicht reagiert.
Jetzt im Juli will das Casino eine erneute Identitätsprüfung durchführen indem ich denen auf EINEM Foto meine ID Karte sowie eine Stromrechnung oder Mietvertrag (nicht älter als 30 Tage) ablichte.
Ich habe denen geschrieben das ich eine Stromrechnung nicht habe da ich immer nur Jahresrechnungen des Stromanbieters bekomme (Monatliche Stromrechnungen erhalte ich nicht da der Betrag automatisch vom Konto abgebucht wird) und ein Mietvertrag nichts bringt da ich schon seit 2018 diesen habe und ja nicht erst innerhalb der letzten 30 Tage dieser unterschrieben wurde.
Darauf bekam ich die Antwort:
Am 13.07.2022 um 06:28 schrieb support@gg.bet:
Lieber Kunde,
Es muss nicht unbedingt Mietvertrag sein, sondern ein anderes offizielles Dokument, dass Ihren Wohnsitz bestätigt - z.B. ein Kontoauszug, Ihre Funk- oder Handyrechnung usw.
Was Ihre Frage wegen des Kontoauszugs angeht, den müssen Sie zusammen mit Ihrem Ausweis fotografieren(auf demselben Foto).
Auf meine Nachfrage gestern ob alles ok ist bekomme ich die Antwort wieder bezüglich Stromrechnung oder Mietvertrag. Nach einer Erläuterung bezüglich der Antwort von denen und den eingereichten Unterlagen bekam ich dann dies:
Lieber Kunde!
Die Sicherheitabteilung hat so festgestellt, dass Dokument, das Ihren Wohnsitz bestätigt, soll eine Stromrechnung sein. Deswegen warten wir eigentlich auf Foto von Ihrem Ausweis + Stromrechnung.
DAS kann nicht sein das hier die Stromrechnung das Dokument aller Dokumente ist. Was steht denn auf einer Stromrechnung was auf anderen Dokumenten nicht steht. Für mich persönlich ist das mittlerweile nur noch Schikane.
Dear slombi
Pardon for a delay.
We'd like to inform you, that the account is fully verified, and you may proceed with the withdrawal request.
Kind regards
Dear slombi
Pardon for a delay.
We'd like to inform you, that the account is fully verified, and you may proceed with the withdrawal request.
Kind regards
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, slombi, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, slombi, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.