The player struggles to verify her account as her documents are not being accepted. The player has confirmed receipt of the payment.
Onestep Casino - The player struggles to verify her account.
Amount: €850
Onestep Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello guru
On 10/17/22 I deposited 25 euros at Onestep Casino with Paysafe. I then played until I had 900 euros in my account. If I then wanted to have these 900 euros paid out via paysafe on 10/18/22, it was rejected because my account has not yet been verified. Ok I saw that and uploaded all the documents. My id and proof of address have been accepted. But not the documents from my paysafe account. They want me to take a screenshot of it with all my data on it. I can't put all of this on one page with paysafe. So I printed out the individual pages and uploaded them. But these were not accepted. They really want a screenshot where all my data is listed, but that's impossible with paysafe. I don't know what to do to verify my account so I can withdraw my money.
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1 year ago
Hello Gretche70,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Onestep Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Only the paysafe is missing from finishing the verification? How did the casino react when you said that it is not possible to upload such a document? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
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Hello Nick,
The process has been running since 10/18/22, they promise to check the documents within 72 hours. Which they did. This morning I tried again to get all the data on one page and then uploaded it. I would then like to send it to you. They didn't even reply to my email with my problem. I wrote again this morning that I've uploaded something again. There was only a standard email with the confirmation of the documents. And now you probably have to wait another 72 hours before they even check them. And yes, it's all about the paysafe verification.
Best wishes
Heike
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1 year ago
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Hello Nick,
Unfortunately, you didn't get any more answers.
After I uploaded some more screenshots from my paysafe account there, they verified my account.
I then immediately applied for the payment, which they then canceled again 2 days later. Should now upload a selfie with my ID. It's all a bit strange that I wasn't told that right away. For me it's just a hold up. You will probably have something to complain about in the selfie now, but I took 4 selfies to be on the safe side. Nevertheless, I can't shake the feeling that they just don't want to pay out.
greeting
Heike
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1 year ago
Hello Gretche70,
As long as the verification is done within 2 weeks, it's considered as a reasonable time frame. The casino might ask for even more documents after you verify your selfie, it's how most of the online casinos work.
While your verification process is still within the 2 weeks period, I can only recommend to forward them all the documents they require and let us know in case there would be any issue or it would take longer.
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1 year ago
Translation
Hello Nick,
I wanted to wait a few days to see if anything happened. On 10/27/22 I got an email that my account was now checked. I then tried for the 3rd time to apply for the payout, since they had already canceled it 2 times before. Then also got an email that my payout will be processed in 72 hours. This afternoon my payout was still in progress and I wrote it down again. This evening I got the answer that my payout was canceled for technical reasons and I should apply for the payout again. Which I then did immediately. To be honest, I can't believe it anymore and now of course I have to wait another 72 hours to see what comes next. How should I behave now?
Best wishes
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1 year ago
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Hello Nick,
After I applied for the payout again yesterday, I got an email today that my payout was canceled again and I should upload my mobile phone contract. We have a Vodafone contract, this runs through my husband, I only have the partner card from it. So I informed the casino and uploaded the data from the contract anyway, my husband's ID and the marriage certificate. It will be confirmed with certainty that you will not accept these documents either. Now the question is how you can help me. I'm 1000% sure they just don't want to pay me the money.
Best wishes
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1 year ago
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Hello Nick,
This morning I checked my account again and saw that the documents were accepted. My payout was still pending. A short time later I looked again and again my payment was canceled. They didn't even inform me that they canceled again, I got nothing. I checked live chat this time, they told me that the payout was canceled before my documents were accepted, but that's not true. I was told to apply for the payment again, which I did. And again you have to wait 72 hours. And for sure there will be another excuse why you cancel again. I have sent everything that can be sent to documents. Unless you ask for my birth certificate now, you can think of something. I hope for your help, but unfortunately nothing more comes from you. Why?
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1 year ago
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Hello again, I have to correct one thing. On October 17th I deposited not 25 but 30 euros. So that everything is correct here
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1 year ago
Thank you Gretche70 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Gretche70,
I am sorry to hear that you came across such an issue. I will now contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Onestep Casino's representatives to join this conversation and participate in the resolution of this complaint.
Dear Onestep Casino,
Can you please provide an update on the status of the player's withdrawal? Is now the player fully verified in order to receive the payment?
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas, thank you for doing this for me. I just checked again, my payout of 850 euros, which I then applied for again on November 3rd, is still pending. Yesterday morning I asked again why they still haven't processed the payment because they wrote it takes up to 72 hours. Only they wrote that so many times and canceled it again exactly after the 72 hours. In the evening the answer came back with the 72 hours and that it could be delayed at the weekend. But that's how it's been since October 18th, they're waiting until they cancel. Then check documents again in 72 hours, when they are accepted again you go back to payment and wait again these 72 hours until you cancel again. It always starts from the beginning. They stall customers instead of telling them which documents are really missing. But they always come up with a new excuse. The best they wrote me, which was canceled due to technical reasons and I should request a new withdrawal. And then you still canceled again because a document was still missing? I'm very curious if the casino will take a stand here, I definitely don't believe it. The way this casino behaves they just don't want to cash out. Hard to believe that it is a Malta Casino, because I have never experienced anything like this in any other casino.
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1 year ago
Translation
Hello Thomas, I don't know if it was because you got involved with the casino or because I might have been wrong in my opinion. Anyway, I got an email from Paysafe at 2:40 p.m. that my payment of 850 euros was credited. I didn't believe in it anymore, but it still had a happy ending. Thank you for the effort and time.
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1 year ago
Dear Gretche70,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
We are here to help.
Kind regards,
Tomas
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