The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. Player’s complaint has been resolved successfully.
MoiCasino - Player’s struggling to complete account verification.
Amount: €4,000
MoiCasino
Safety Index:HighSafety Index
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8.0
MoiCasino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Absolutely zero response from customer service to any queries as to why the payout is not working. I sent all the documents for the KYC process myself - I didn't even get an answer as to whether the documents had arrived. No response to inquiries, no withdrawal possible, no customer service, nothing. Absolute scam, I advise everyone not to play in this house!
Automatic translation:
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2 years ago
Dear Chocco,
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 many days ago you’ve 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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2 years ago
Translation
Hello, I did not receive a request for the KYC procedure or any other contact or response from customer service. I wanted to pay out 1000 euros, but this was not possible because an error message kept appearing. So I asked customer service last Thursday. No Answer.
I asked repeatedly. No Answer.
Then, without being asked, I compiled all the documents together and sent them to the customer service email address provided. No Answer. There is also no live chat. You can leave a message what I did. No Answer. I still can't make a withdrawal, customer service hasn't responded in any way to date. Of course I checked for typos or anything else.
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2 years ago
I fully understand your frustration, Chocco. However, I will set the timer for additional 4 days allowing to casino one full week to receive and check your personal documents and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
Translation
Thank you, I agree with that. My balance has now risen to almost 5000 and it would be very annoying if I didn't receive these amounts. I will not continue to play in the house until this has been clarified and I am now hoping for clarification. I thank you for your support.
Kind regards
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2 years ago
Hello Chocco,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
Yes. Yesterday the casino finally approved all withdrawal requests. However, I have not yet received the amounts totaling 4000 euros. Disbursement approved, but no money received yet
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2 years ago
Translation
Hello, I just found out that I entered the correct IBAN but an incorrect BIC. Unfortunately, there is no live chat at this casino and customer support is unresponsive. The payments have been declared as paid since yesterday, but they should have come back with the wrong BIC. I repeat: correct IBAN, wrong BIC given, amounts not received. What can I do now?
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2 years ago
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It has just been done, the first 1000 euros have just been credited to my account, I assume that the rest will arrive properly. Thank you very much for the support. Thanks very much
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2 years ago
Great news, Chocco. Please keep me informed about any further developments.
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2 years ago
Translation
We can now close the case, all payments have actually arrived.
Thanks
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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, Chocco, 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
