The player from Hesse had struggled with a withdrawal of 155 Euros after wagering a deposit bonus. Despite submitting multiple verification documents and being informed that they were verified, the casino continued to request additional documents, including proof of where he was staying while visiting his brother. The issue was resolved when the casino processed the withdrawal after the complaint was raised. The complaint was marked as 'resolved' in our system.
Sensei Game Casino - Player's withdrawal is delayed due to verification issues.
Amount: €155
Sensei Game Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
13 hours ago
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2 days ago
I did 155 Euro withdraw After wager my depsoit Bonus. Then i send all
my documents which i Send always to Casinos and got everywhere verfied. Also Other Casinos from this Group. The. The nightmare starts. I went live Chat. So They can verify me. Then Support Said he want call me. I wondering but ok. Have nothing to hide. After The call. I asked. Iam verfied now. He Said. No. It was only that iam
not a Bot. What a joke. After that they asked for more documents. Ok i send Instant too. Now Comes The Problem. I visit my Brother at The Moment. And they say they Want know where it is and documenta from it????? Sorry i dont hear right. In time of mobile playing they Want documents from where i Play?? I Send them my id and Proof of adress from my gouverment with stamp and everything. And now they want from
ym Brother wäre i stay 10 days to help With new flat??? Everybody should know what they do and try with me. Bad advertising for them. Need help really
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20 hours ago
Dear wennertom,
Thank you for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with Sensei Game Casino. To assist you more effectively, I would appreciate your help with a few additional details.
- Could you please confirm when exactly the verification process began?
- Additionally, which of your documents have already been approved, and which are still pending?
- Lastly, is your brother playing in the casino from a different country?
Your response will help us address the situation more effectively, and I look forward to hearing from you soon.
Best regards,
Nick
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19 hours ago
Translation
Thank you. They paid yesterday after hearing about the complaint. Thank you for your help can be closed
Automatic translation:
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13 hours ago
Dear wennertom,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
