The player from Germany claimed that the online casino was refusing his withdrawal request of 100€, stating that he had not submitted the necessary documents, despite his assertion that he had provided all required information. After the Complaints Team intervened and contacted the casino, the player was asked to provide evidence of his submitted documents. However, the player did not respond to the request for additional information within the given timeframe, which led to the rejection of his complaint.
Lady Aida Casino - Player's withdrawal request denied.
Amount: €100
Lady Aida Casino
Safety Index:LowSafety Index
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3.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
My withdrawal is being denied on the grounds that the necessary documents were supposedly not submitted, despite my having entered everything. The site refuses to payout my funds and is withholding an amount of 100€.
Automatic translation:
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11 months ago
Dear DerSonntach01,
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 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?
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
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11 months ago
Translation
Ladies and Gentlemen
I have already uploaded and sent all documents but the payout is still being refused
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11 months ago
Thank you very much, DerSonntach01, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Dear DerSonntach01 ,
My name is Mirka, and I will be assisting you in solving this case. I will try to get in touch with LadyAida Casino representative and inform them about this complaint.
Best regards,
Mirka
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11 months ago
Dear DerSonntach01,
I got a reply from LadyAida support, as you can see below.
Could you please check again, if you have submitted all of the mandatory documents?
Thank you.
Mirka
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11 months ago
Translation
The casino still repeatedly refuses to pay me the money, despite me having sent all the documents several times (proof is available).
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11 months ago
Dear DerSonntach01,
Could you please provide a screenshot of transactions from your player account, and any other files, or screenshots, that would prove, that you submitted the documents, so we can communicate it clearer with the casino?
Thank You,
Mirka
