The player from Germany is having difficulties withdrawing his winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.
I made a profit at Casino Z, but I can't cash it out because verification is required. I have already uploaded my person ID on both sides, like bank card on both sides and also my e-wallet ecopayz, because at this casino you can only deposit via bank but withdraw via e-wallet.
Every time I get the message: I should upload screenshots with detailed owner data of the Ecopayz e Wallet, but only have one option where my name and address are and nothing else. I have already sent the screenshot 3 times and always get the same answer.
Please help
Dear Max,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. You deposited via bank transfer and now you are struggling to verify your Ecopayz account. Is that correct?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Thank you very much in advance for your reply.
Best regards,
Kristina