The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
Good day,
my account was already fully verified in October 2021 and I have made various withdrawals via bank transfer without any problems.
A few days ago I had a slightly larger profit and wanted to pay it out. As a result, my verification was revoked and I am supposed to verify myself again. I have submitted data for this, but these will not be processed and I have not received any feedback.
Guten Tag,
mein Konto wurde bereits im Oktober 2021 vollständig verifiziert und ich habe problemlos diverse Auszahlungen per Banküberweisung durchgeführt.
Vor wenigen Tagen hatte ich dann einen etwas größeren Gewinn und wollte diesen auszahlen lassen. Daraufhin wurde meine Verifizierung aufgehoben und ich soll mich neu verifizieren. Daten dafür habe ich eingereicht, jedoch werden diese nicht bearbeitet und ich erhalte keine Rückmeldung.
Dear elpatron,
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?
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 elpatron,
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?
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
Good day and thank you for your reply. When I asked again in the chat, my verification was processed with priority and shortly thereafter rejected. When I asked further, I was told which documents were actually required, which was not known beforehand. These documents have been submitted and are currently pending review. If the verification status changes, I will report back here.
Guten Tag und danke für Ihre Antwort. Auf erneute Nachfrage im Chat wurde meine Verifizierung priorisiert bearbeitet und kurz daraufhin abgelehnt. Auf weitere Nachfrage teilte man mir mit, welche Dokumente überhaupt benötigt werden, was vorher nicht bekannt war. Diese Dokumente wurden eingereicht und stehen momentan wieder zur Prüfung aus. Bei Änderungen des Verifizierungsstatus melde ich mich wieder hier.
Perfect. It looks like things are moving. Please keep me informed about any further developments.
Perfect. It looks like things are moving. Please keep me informed about any further developments.
Good morning,
as expected, the documents were rejected again. The bank requested proof of Giropay for a specific day. I uploaded this as a PDF.
In addition, they also took out the "Selfie" verification, which was previously verified. Unfortunately, this is only about prolonging the process extremely.
What tops it all off is that I told the chat the whole thing again and I can see the employee typing for a very long time below. After 5 minutes he simply writes: "We are offline. Please leave your contact details and
Your question and we will be in touch with you soon
set!"
So I can't get any further here, maybe you should consult someone responsible as a last resort.
Thank you and best regards
Guten Morgen,
wie erwartet wurden die Dokumente wieder abgelehnt. Es wurde ein Giropay Nachweis von der Bank für einen bestimmten Tag gefordert. Diesen habe ich als PDF hochgeladen.
Hinzukommend haben sie mir auch noch die Verifikation „Selfie" rausgenommen, welche vorher verifiziert war. Hier geht es leider nur noch darum den Prozess extrem in die Länge zu ziehen.
Was dem ganzen die Krone aufsetzt ist, dass ich dem Chat das ganze nochmal mitgeteilt habe und ich unten sehen kann, wie der Mitarbeiter sehr lange tippt. Nach 5 Minuten schreibt er dann einfach: „Wir sind offline. Bitte hinterlassen Sie Ihre Kontaktdaten und
Ihre Frage, und wir werden uns bald mit Ihnen in Verbindung
setzen!"
Ich komme also hier nicht weiter, vielleicht sollte man einen Verantwortlichen als letzte Lösung hinzuziehen.
Vielen Dank und viele Grüße
Update: After asking again and uploading the documents again, my verification was processed more quickly. The documents have now been accepted and a partial payment has been instructed. If the first partial payment has been processed and received, I will contact you again here.
Update: Nach erneuter Rückfrage und neuem Upload der Dokumente wurde meine Verifizierung beschleunigt bearbeitet. Die Dokumente wurden jetzt akzeptiert und eine Teilauszahlung angewiesen. Sollte die erste Teilauszahlung bearbeitet und eingegangen sein, melde ich mich hier erneut.
That's awesome. Thank you very much for the update. Please keep me informed about any further developments.
That's awesome. Thank you very much for the update. 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, elpatron, 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
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, elpatron, 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
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.