The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Hello I won €3332 at this casino and am trying to withdraw this win.
I requested the payment on November 15th, 2022. I was informed that I had to confirm my payment method.
3 days later today I got the feedback that there was a problem with my bank statement.
after asking around in the live chat for ages I was told the name would be missing which I see differently but everyone has their own views.
I have now uploaded 2 more bank statements to the site for verification.
although the verification process is guaranteed to take 24-48 hours, it took me over 3 days.
Hallo ich habe 3332 € in diesem Casino gewonnen und versucht diesen Gewinn abzuheben.
mich habe am 15.11.2022 die Auszahlung angefordert darauf hin wurde mir mitgeteilt das ich meine Zahlungsmethode bestätigt werden müsse.
heute 3 Tage später habe ich die die Rückmeldung erhalten das es ein Problem mit meinen Kontoauszug gegeben hätte.
nach ewigen herumfragen im Live Chat wurde mir gesagt der Name würde fehlen was ich zwar anders sehe aber jeder hat eigene Ansichten.
ich habe jetzt nochmal 2 Kontoauszüge zur Verifizierung auf die Seite hochgeladen.
obwohl einem garantiert wird das der Verifizierung Prozess 24-48 Stunden dauert hat es bei mir mehr als 3 Tage gedauert.
Dear fellner18,
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
Dear fellner18,
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
Hello yes exactly right this is the only obstacle I can't withdraw my winnings.
I was previously verified and received my winnings within 24 hours. But now I was just asked to verify my payment method again.
My name was visible on the bank statement that I sent, but I was told that it was not visible, I don't understand that.
I would be very happy about your help.
Hallo ja genau ganz richtig dies ist das einzige Hindernis das ich meine Gewinne nicht abheben kann.
mich war zuvor bereits verifiziert und hab meine Gewinne binnen 24 Stunden erhalten. Doch jetzt wurde ich eben aufgefordert meine Zahlungsmethode neu zu verifizieren.
es war auf dem Kontoauszug den ich gesendet habe mein Name ersichtlich jedoch wurde mir gesagt dieser sei nicht ersichtlich das verstehe ich nicht.
über eure Hilfe wäre ich sehr froh.
I uploaded a transfer confirmation from the transaction on November 14th, 2022, I'm curious if they will accept it this time, everything can be seen on it: the amount, name, sum and IBAN of the recipient. Tomorrow at noon 48 hours have passed.
Hab eine überweisungsbestätigung hochgeladen von der Transaktion am 14.11.2022 bin gespannt ob sie es diesmal akzeptieren es ist alles darauf zu sehen Betrag, Name, Summe und IBAN des Empfänger. Morgen zu Mittag sind 48 Stunden verstrichen.
Hello, my account was verified today I really think they are holding you up on purpose and leaving the money in the player account with the ulterior motive of them continuing to play, but nevertheless it was verified today and the amount of money is no longer apparently sent to the account my account anyway thanks for your help.
Kind regards
Mark
Hallo mein Konto wurde heute verifiziert mir kommt wirklich vor die halten einen absichtlich hin und lassen das Geld auf dem Spielerkonto mit dem Hintergedanken von ihnen das weiter gespielt wird aber nichts desto trotz wurde heute verifiziert und der Geldbetrag ist auch nicht mehr am Konto anscheinend versendet auf mein Konto trotzdem vielen Dank für eure Hilfe.
mit freundlichen Grüßen
Markus
Dear fellner18,
Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Dear fellner18,
Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fellner18, 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, fellner18, 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
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