The player from Germany needed to verify his account at Run4win casino but faced issues with the uploaded documents. The casino requested screenshots of three deposits showing specific details, but he used Apple Pay and was unsure how to capture the required information. The Complaints Team provided detailed instructions on how to obtain the necessary screenshots from Apple Pay and suggested downloading an electronic statement. Eventually, the player managed to upload the correct documents, and the casino verified his account, allowing the withdrawal to proceed. The issue was resolved successfully.
Run4Win Casino - Player's account verification is delayed.
Amount: €2,000
Run4Win Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Good day,
I need your help.
I need to verify my account at Run4win. I have already uploaded several documents, but unfortunately, many were not approved.
The casino is requesting screenshots of 3 deposits made on different days, each showing the amount, date, and the last digits of the card.
I have always made my deposits using Apple Pay.
My question is, how can I take a screenshot with Apple Pay that shows everything required?
I hope someone can help me.
Automatic translation:
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3 months ago
Dear Kollin777,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
Maybe the following steps will be helpful:
To provide proof of payment from Apple Pay transactions, follow these steps:
- View Your Transaction History:
Open the Wallet app on your iPhone.
Select the card you used for the transaction.
Tap on the "Transactions" tab to view your recent transactions.
Find the specific transaction you need proof for and tap on it to view details.
- Take a Screenshot:
Once you have the transaction details open, take a screenshot of the transaction.
For iPhones with Face ID: Press the Side button and the Volume Up button at the same time.
For iPhones with a Home button: Press the Home button and the Side (or Top) button at the same time.
Ensure the screenshot clearly shows the transaction date, amount, and merchant details.
- Download an Electronic Statement (Optional):
You can also download an electronic statement from your bank’s app or website if your Apple Pay transaction is linked to a bank card. This statement will include all transactions, including those made with Apple Pay.
Log into your bank’s app or website.
Navigate to the statements or transaction history section.
Download the relevant statement as a PDF.
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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3 months ago
Translation
Good day,
I did exactly what you described with Apple Pay.
Unfortunately, it was not approved either and with Apple Pay Wallet you can only see the most recent transactions, which means I can no longer see older ones.
The casino requires me to deposit 12.06.24 (ApplePay)22.05.24 (ApplePay) 14.05.24 (Visa).
I also uploaded an electronic bank statement, but unfortunately it was not approved either.
Yes, that's right, that's my only obstacle, all other documents were accepted.
Automatic translation:
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3 months ago
Thank you very much, Kollin777, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.
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3 months ago
Translation
Good day,
I just wanted to let you know that everything is sorted out.
I wrote a lot in the live chat today and uploaded a few documents.
Everything was verified and Dan was able to pay out the money.
I thank you.
Automatic translation:
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3 months ago
Hello, Kollin777,
What great news! Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.
Best regards,
Branislav, Casino.guru
