The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
PlaYouWin Casino - Player’s struggling to complete the account verification.
Amount: €400
PlaYouWin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
I've been trying to verify myself (KYC) for a few days.
I should send everything to their email address. I did. However, there was an error message that the email could not be delivered.
The live chat cannot help me and the payment cannot be approved this way.
I'm happy to send screenshots
Automatic translation:
Public
Public
2 years ago
Dear Klaus91,
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 sending the requested personal documents seems to be the only obstacle standing between you and your winnings? Could you please advise to which email address you tried to send them?
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
Public
Public
2 years ago
Translation
That was the fundamental problem. But I got information from the casino right now. The amount has been paid.
Anyway thanks for your help
Automatic translation:
Public
Public
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, Klaus91, 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
