The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Golden Star Casino - Player’s struggling to complete the account verification.
Amount: €2,100
Golden Star Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
My account is not verified for me although all the necessary documents are uploaded online banking as well as bank statements they want a bank statement with the address and name on it this is not available from the machine in Germany they only come out with an iban photographed with a bank card and ID next to it Account statement i.e. account statement iban number the iban is on my bank card and next to my bank card my ID I find that ridiculous have already downplayed 1000€ again
Automatic translation:
Public
Public
2 years ago
Dear MardoCocaCola,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
So far I've managed to identify myself, i.e. personal ID and myself as a person, because in Germany we don't want names on bank statements that don't understand, at least at the Kreissparkasse but also online banking made a screenshot of the transfer and they don't accept them either so somehow impossible to verify me.
accept my address with name on an invoice that was not a letter from the city either a speed camera photo is rejected at the moment I'm on 3000 € put my account on hold for 1 week.
an account statement doesn't say the address and the name on it either, so I don't understand the financial department if you have verified users at all and I would also be interested in how they managed to do it, namely not only verified me at a casino 🙂
Edited
Automatic translation:
Public
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2 years ago
Translation
There are bank statements that are created monthly, but the name and address are on them, but only on the first page, but if the transfer is on the 6th page, there is no address on it, I don't know how to do it
Automatic translation:
Public
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, MardoCocaCola, for your cooperation and 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
