The player from Germany was dissatisfied with the verification process. Later, the player's account was verified and the player received the pending payment. The complaint is resolved.
The Red Lion Casino - Player is struggling to verify their account.
Amount: €600
The Red Lion Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
The Red Lion Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Hi
My name is Stefan Ockert and I deposited 25 euros at the casino on February 24th, 2022 and won 600 euros after several emails, I sent my documents several times and they still haven't verified my account, so I haven't paid out my winnings to date and the casino is still asking me to send documents can you please help me further
Mfg Stefan O*****
Edited by a Casino Guru admin
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2 years ago
Dear Stefano38,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.
Would you be so kind as to clarify which documents have you provided so far? Could you please confirm that you provided all the required documents in the correct format and that they are of sufficient quality?
Additionally, please, 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
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2 years ago
Translation
Hi
I have sent my documents to them several times.
Identity card, account card, electricity bill and bank statements as a pdf file, they now ask me to send my documents to them again.
Mfg Stefan O***
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2 years ago
Thank you very much Stefano38 for your reply. 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 soon.
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2 years ago
Translation
Good morning, I wanted to ask if you have achieved anything about the casino
Mfg Stefan O*****
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2 years ago
Hello, Stefano38,
I apologize for my delayed reply and I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite The Red Lion Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear The Red Lion Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account?
Thank you in advance for providing the information.
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2 years ago
Translation
Good morning my account has been activated I'm just waiting for my payout for 4 days now 
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2 years ago
Dear Stefano38,
Good news! At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
Please let us know as soon as you receive the payment or in case of any updates.
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2 years ago
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Hi, I made the payout on May 22nd and still haven't seen the profit on my account and when I look at the casino, according to the site, the outstanding payout has been processed
Mfg Stefan O*****
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2 years ago
Translation
Hello, thank you for your efforts, the prize was credited to my bank account today
Mfg Stefan O*****
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2 years ago
Thank you, Stefano38, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Best regards,
Branislav, Casino.guru
