The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing account verification. It has been received.
Rigged Casino - Player’s struggling to complete the account verification.
Amount: €400
Rigged Casino
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
since 01/02/2022 my payout is still in progress due to a request for proof of address. I submitted 5 valid documents. Also what was asked for. After 4 days you get another email that the documents are not sufficient. I should hand in a utility bill, please. I submitted these later (status 05/21). Another 5 days later I get another message that it is too old! However, since you only get a statement once a year, it is difficult to submit an up-to-date one! The whole thing has been going on for over 2 weeks now, although I have submitted a payslip, ID card, bank statement, bank card and this electricity bill. Unfortunately this cannot be done. I ask for your help. Many Thanks
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2 years ago
Dear Nils,
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 a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
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
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2 years ago
Translation
many thanks for the feedback.
The only obstacle is that I have already submitted the last and missing document since 01/10/2022 and have still not received any feedback. The whole process has been dragging on since 01/02/22. On this page, it is also only asked for an identity card at first. Then 5 days later all at once after payroll and proof of electricity. Then another 5 days later after a bank statement and an invoice from the internet. Something like that can't be done if all previous documents were valid, that everything is deliberately dragged out in this way instead of requesting these documents together from the beginning. Today I was put off again that the team is still working on it (since 01/10/22) and it's almost not my turn yet! Unfortunately that doesn't work at all. Many greetings
Edited
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2 years ago
Thank you very much, Nils, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Many thanks for your help. Apparently all my documents have now been approved after about 3 weeks and the payout should be in my bank account in the next 3-5 business days. If this is not the case, I will report back here.
Thank you very much for your effort.
Stay healthy (:
Best regards
Nils
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2 years ago
Hello Nils,
I looked at your complaint and will do my best to help you. I would like to invite Rigged Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Translation
Many thanks for your help. Apparently all my documents have now been approved after about 3 weeks and the payout should be in my bank account in the next 3-5 business days. If this is not the case, I will report back here.
Thank you very much for your effort.
Stay healthy (:
Best regards
Nils
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2 years ago
Hi Guys
This has already been resolved. The issues was documents that were provided were not within the 6 month time frame as requested. Once the updated documents were sent in within the correct period, the account was verified within 24 hours, withdrawal processed and player already received some compensation from us.
Thanks
Rigged Casino Team
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2 years ago
Translation
Hello rigged team, that is not entirely correct. Already on 02.01. I have uploaded a valid November 2021 payslip, my ID and a utility bill. You only get this electricity bill once a year in Germany and it was from May 2021.
Then on 10.01. uploaded the same documents again and also a bank statement.
Then on 14.01. another internet bill from December 2021
Until 18.01. nothing happened. I was live chatting every day for 2 weeks. I was told again and again that there was nothing they could do.
The money is still not credited to my account. It's now 19 days and still no money in my account. I was in live chat every day. As a customer, I had to seek dialogue every time. It's usually said that "the customer is king", and I didn't feel that way in this case. I have already deposited EUR 5,433 without any problems. Then you want to pay out 400 EIR and have to write to support for 3 weeks until something happens at some point? I think there should be at least another bonus of 200-300EUR to excuse all this, even if you have to wager the amount again, I wouldn't care.
I've been playing online casino / betting online for about 10 years. I have NEVER had such a problem with a withdrawal.
greeting
Nils
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2 years ago
Hey Nils,
Yes the problem was the utility bill but thankfully now it is all resolved.
Regarding sending your funds, they have been processed on our end and sent so you should receive them shortly. If there is any issue with that, please contact our CS team who have been assisting you throughout and we will investigate the matter.
Kind regards
Rigged Team
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2 years ago
Translation
OK.
Many thanks for your help.
What about a little compensation in the form of a bonus? I would like to continue to be a customer of your casino in the future because I've actually always felt at ease.
greeting
Nils
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2 years ago
I like your forwardness 🙂 I know we added €30 previously however you are a valued customer to us so I added €50 more cashback to your account 🙂
Enjoy
Rigged team
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2 years ago
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Thank you for your understanding 🙂
greeting
Nils
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2 years ago
Translation
Hey Viliam,
the profit was in my bank account last night.
Thank you dear Guru Team for your help
Thank you very much
Nils
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2 years ago
Dear Nils,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
