The player from Hesse submitted a withdrawal request less than two weeks prior to contacting us. The withdrawal was delayed because the player didn't pass the verification process. At first, we closed the complaint as "unresolved" because the reason for the failed verification was extreme requests from the casino that may be in violation of the GDPR rules. Later we received information from the player that his account was successfully verified and that he received his funds.
Praise Casino - Withdrawal of player's winnings was delayed.
Amount: €5,230
Praise Casino
Safety Index:Above averageSafety 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 dear guru team,
Unfortunately, I have significant problems with the payout at Praisecasino.
In advance:
I was already verified by means of proof of address, bank statement and identity card, but with every payout I had to prove the transfer to the casino, which led to the win. Unusual but ok because the payouts have always worked quite quickly.
But now it's like this:
I won €5230 on October 4th, 2022 and wanted to have the money paid out in increments of €1000 per day, as prescribed by the casino.
However, the 1st payment was rejected. Reason for this was, as always, I should prove the deposit.
Said and done. I uploaded the required document which was also approved.
So I applied for a payout again which was denied again.
I received an email asking me to prove my identity.
I should take a selfie holding my ID card in my hand. The identity card had to be clearly visible, but my hand and my whole arm should also be on the selfie.
Since it is difficult to get a perfect selfie with an arm, hand and a perfectly visible ID card, the first documents were rejected. At some point I finally managed to take the perfect selfie, which was even accepted.
I then requested a payout which was also rejected.
This time the casino wanted my account statements for the last 6 months, which must not be edited and on which everything can be seen.
Said and done. I uploaded the bank statements and requested a new payment
This payment was also rejected.
Reason:
I should answer some questions about my fortune.
I received a questionnaire from the casino which I answered.
So again requested a payout.
This payment was also rejected.
Reason:
Now I should upload salary statements for the last 6 months
Said and done . Have uploaded salary statements for the last 6 months.
A few days later another email came from the casino.
I should explain a higher 4-digit cash receipt
I thought no problem.
My brother transferred the money to my account because my brother's account is a kind of savings account of mine.
For this I made all transactions that were transferred from my account to my brother's account available to the casino.
I explained to the casino in great detail that my brother's account is my savings account. All transactions from my account to my brother's account evidence it and have been made available to the casino.
A few days later (today) I got another email from the casino.
Now the casino wants :
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of X.XXX.XX EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement. Thank you!.
All transactions on my account are clearly entirely within my means. salary from job.
Summarized:
I have verified my deposit
I verified my identity via selfie
I have filled out and answered a questionnaire about my assets
I have provided bank statements for the last 6 months
I have provided proof of earnings for the last 6 months.
I have explained the origin of a larger incoming payment and verified it via the transaction history of the last 365 days
It comes as something new, I can't get my money.
I hope you can support me in this
Many Thanks !!
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1 year ago
Dear Silence,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Small and maybe important addition!
I didn't even add up all the deposits I've ever made at the casino to reach a single month of my salary. And that although I have been registered with the casino since April 2021.
I deposit a small amount to play with every few months.
As an an example:
I deposited a total of €300 in a period from August - October
Means, even all the deposits made added together by far do not exceed a single month of my salary from work....
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1 year ago
Translation
Hello dear guru team,
small update.
After the casino wanted the following from me:
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of X.XXX.XX EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement. Thank you!.
I wrote the support an e-mail that I will not comply with the request because it is completely exaggerated and has only one goal: not wanting to pay out!
I mean, in this case it's a transfer from my brother to my bank account, but how would it be if it was a transfer from person X who I sold my car to? Identity card, + proof that the transfer was actually made and approved by person X??? Are you crazy ????
(As already written in my first post, my brother's bank account is also my "savings account" which is completely legal. I have proven to the casino transactions of the last 365 days from my bank account to my brother's bank account, which clearly shows that it is my money .)
The response from support was as follows:
You can be asked for additional verification at any moment by the decision of casino administration, according to the Terms and Conditions You've accepted when registered Your account.
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of x.xxx.xx EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement.
Vielen Dank im Voraus!
Dear guru team, how do you see the whole thing? That's absolutely exaggerated and has nothing to do with KYC or anything else??
Thank you and best regards
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1 year ago
Translation
Hello Kristina,
Thank you for the query
No I haven't . Since October 4th, 2022 I've been fighting for the payment.
Even though I was fully verified before, the casino always wants something new.
And as soon as I provide the requested documents to the casino and they are accepted, my withdrawal will be canceled and further documents will be requested.
After I provided the casino with account statements for the last 6 months, salary statements for the last 6 months, selfie with ID card in hand, deposits I made in the casino and answered a questionnaire about the origin of the funds and assets, I can’t go any further .
The following came last by email from the casino after I wrote an email to the support that I do not provide any data from third parties.
And this demand is definitely exaggerated or what does the guru team say about it? (see below)
Email from Casino:
You can be asked for additional verification at any moment by the decision of casino administration, according to the Terms and Conditions You've accepted when registered Your account.
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of x.xxx.xx EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement.
Vielen Dank im Voraus!
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1 year ago
Thank you for your reply, Silence. Have you made any successful withdrawals before? Do I understand correctly that you made a deposit with someone else's payment method?
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1 year ago
Translation
Hello Kristina,
Yes, I have already made payments in the past which have worked without any problems.
No, I paid into my own bank account.
This is about the fact that the casino has requested and received bank statements from me for the last 6 months.
I am to declare and provide evidence of a receipt of money which has been credited to my own account.
This is about the following what the casino asks of me:
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of x.xxx.xx EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement.
Vielen Dank im Voraus
Months ago, my stepbrother transferred money to my account. The casino wanted to know why and now they want me to tell me how
Kindly ask you to upload the original bank statement of your stepbrother where is reflected the transaction of x.xxx.xx EUR made on 05.0, the ID of your brother and note where is reflected his proof of made transaction and the transaction has been made by his agreement.
Vielen Dank im Voraus
This is about a transfer that went into my account months ago and has nothing to do with the casino.
Despite this, even my brother's ID is required
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1 year ago
Translation
For incoming money, which you saw on my bank statements, the casino wants an identity card and written confirmation and permission for the transfer from the money sender.
At this point I am stuck because the money sender who sent money to my bank account does not want to make his data available to a casino
Besides, that can't be allowed. The casino can then demand proof from the sender of the money for all incoming money that has been received on my bank account, with an ID card and written confirmation
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1 year ago
Thank you very much Silence for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
Hi Silence,
I have looked at your complaint and understand the situation. I must say it is curious to see the casino's requests. From my experience, in many cases, casinos aren't willing to provide even basic evidence that has nothing to do with personal data and keep referring to GDPR and yet Praise Casino requests the ID of the third party (your brother) who has nothing to do with your gameplay. Let me contact the casino and I will do my best to help. I would like to invite Praise Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Hi Peter,
first of all thanks for the support!
I hope the casino will get back to you in the time that is left.
I've only had good experiences with N1 Interactive Ltd casinos so far
Can you tell me what else I can do to get my money?
Contact the MGA or what other ways are there?
I'm really speechless that the casino doesn't seem to want to find a solution at all...
Dear Praise Casino Team,
I've been waiting for 6 weeks now, have uploaded all the necessary documents and made them available to you. To demand the ID of a stranger, which has nothing to do with this, is absolutely too much and against the GDPR.
I really have a lot of patience and am extremely forgiving.
Even now , I only ask for one solution .
€5230 shouldn't be that much money for an online casino to go this route.
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1 year ago
Hi Silence,
I hope we will receive a response soon. In the meantime, you can contact the casino's ADR - the link is located on the casino's website in the "Complaints" section:
"When playing in any online casino, you might experience some negative issues. If such a situation ever occurs, remember, you
can use your voice and file a complaint with our ADR provider. To contact our ADR provider please click the link and file the complaint."
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Translation
Hi Peter
Thank you for the tip regarding the ADR provider!
I just made a complaint about the ADR provider
Thank you for your efforts
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1 year ago
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Hi Peter,
the pogg can't help me and agrees with the casino.
Here is The Pogg's answer
No transactions will be processed to you until such time as you have provided an adequate paper trail for this transaction and demonstrated that you were in fact the legal owner of the funds that were put into play.
You will need to discuss this matter with your brother as without said documentation there is nothing further we can do to assist you.
ThePOGG
I just can't understand it.
I earn more than enough every month from my job, the casino has received payslips and bank statements from me for the last 6 months and can clearly see that I receive money from my job every month...........
Thanks for your support!
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1 year ago
Hi Silence,
Thanks for the update. I'm not sure why the ADR made such a decision. If you made deposits of €300 and made your winnings from this deposit, why would the casino or anyone else need you to provide the personal information of a third party that has nothing to do with the casino? Unless your brother played in the casino or some sort of fraud happened on your account, I find these checks to be overdone, extreme, and possibly in violation of the GDPR rules. If you earn more than €300 a month all this investigation of your brother's identity is obsolete.
Unfortunately, I can't get hold of anyone from the casino. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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