The player from Germany has problems withdrawing winnings from the casino despite her KYC verification. The casino has asked for a screenshot of complete Paysafe account information, which is not feasible due to the layout of the Paysafe site. We rejected the complaint because the player didn't respond to our messages and questions.
SlotHunter Casino - Player's withdrawal request being delayed due to specific screenshot requirement.
Amount: €860
SlotHunter Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello. I have attempted to make a withdrawal. My KYC is verified. In addition, I have submitted a payment proof from Paysafecard and my bank statement. After that, however, the withdrawal was rejected again. The casino is now asking for a screenshot of my Paysafe account, showing all the information related to my profile. Unfortunately, it's not possible to fit all this information into a single screenshot. Such a screenshot is simply not feasible via the Paysafe website. I have sent the two pages where everything is clearly visible.
I must therefore assert that the casino simply does not want to make a payment and this is arbitrary.
Automatic translation:
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1 year ago
Dear michaelderschmidt88,
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 licensed casinos takes 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? Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
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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1 year ago
Dear michaelderschmidt88,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
