The player from Germany faces issues with account verification for a withdrawal, despite previous successful verifications and multiple past withdrawals. After submitting the required documents, including a screenshot of a payment, he has received repeated rejections with unclear guidance from support over the past 6 days.
Mr Bet Casino - Player's withdrawal request is delayed.
Amount: €2,000
Mr Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 21h 10m 23s
Case summary
2 hours ago
Public
Public
11 hours ago
Translation
I reported this issue to support 6 days ago and have since tried multiple times to verify my account to initiate a withdrawal, despite my account being successfully verified a while ago. I have made several withdrawals in the past. However, for days I have been receiving rejections repeatedly, even after I resubmitted all the required documents accurately.
According to support, I needed to upload a screenshot from my online banking showing a payment made on October 29th for an amount of 35€. I did this, but according to my bank's data, the amount was only debited the next day, on October 30th. I have a screenshot of this as well.
After each rejection, the chat support staff told me to be patient and assured me that the notification had no meaning. These contradictory pieces of information are not only confusing but also extremely frustrating. How am I supposed to navigate a system as a customer that doesn't provide me with clear answers?
I've been waiting now for 6 days and am receiving no assistance.
Automatic translation:
Public
Public
3 hours ago
Dear kaimann,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you sent the proof of ownership of your Apple Pay in the correct format as suggested by customer support? Have you double-checked that it includes all necessary details such as your personal information, the exact deposit amount, and the deposit date?
Have all your other documents been successfully verified?
Is this the first time you are trying to withdraw your winnings via Apple Pay?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Casino Guru is examining the case
