The player from Hesse requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Touch Casino - Player claims that payment has been delayed.
Amount: €4
Touch Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen
I hereby officially lodge a complaint against the above casino.
It is about 3 missing payments of €2,000 each from December 6th, 2022
FOLLOWING FACTS:
After 9 deposits of €250 each (€2,250) on 12/02/2022, I have in several games until 12/06/2022
Profits amounting to 6.240-€ I made on 06.12. 3 x €2,000 each requested.
For the legitimation check, I had uploaded my identity card and proof of residence to the system... Both of these proofs were approved.
In addition, I received an e-mail saying that I had to submit proof of income as a self-employed person. I got the tax assessments immediately
2019 + 2020 (2021 is only due on February 10th, 2023) - as well as an annual and monthly proof of the income of a client.
As a result, I was complained that I had to upload the associated bank statement - which I first had to request from the bank, but then uploaded directly a day later as well.
Then the next day I received the following email:
" Proof of income (We have received your document but have not yet been able to determine the origin of the funds on deposit with us, so we request that you send us the following documents: -Invoices or certificates of employment for self-employed services from November and December, together with a bank statement showing the shows the income from these services received on the account.)"
I made files available with the note:
"I have uploaded 2 proofs.
1- Proof that I bought my Flexepin credits via paypal - and redeemed them with you.
2. Proof of payment from a customer of mine - who had to pay me €5,000."
Then I got on 10.12. following email:
(We have received your documents and note that you have received EUR 5,000.00 from ............, so we request that you provide us with an explanation of the origin of the said transaction together with all documentary Provide evidence supporting your statement. Documents required: A statement of origin of the transaction which he received on 16.11.22 from ............... and any supporting documents, that support the statement.
Of course, I immediately formulated my explanation and uploaded it with evidence:
"I granted my customer a private loan - he paid it back via PayPal.
I have uploaded the acknowledgment of guilt."
Again late Saturday evening I got the following email:
"(We have received your document but have not yet been able to determine the origin of the funds used for the deposit in August and December, as you have not yet sent us proof of your income as a self-employed person, we ask that you send us the following documents : -An explanation of the origin of the funds used to deposit via Flexepin in August and December, along with any documentary evidence supporting the statement -The statement of your savings account dated 01/12/22 to date Statements must be in PDF- format
Today on December 11th. I received an e-mail again with a request to send documents.
Today I had uploaded proof of income over €60,000, which in turn was not devalued as conclusive.
"We have received your documents but they have not allowed us to establish the origin of the funds used to deposit with us via Flexepin in August and on 11/03/22 and 11/04/22. ??
How can you help me ?
My documents are larger than 5mb
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear hsvdoll99,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello,
The case has been settled...they have partially paid off - the rest will come next week.
Thank you in advance
Kind regards
Automatic translation:
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1 year ago
Thank you for the update, hsvdoll99. Can we now close this complaint? Or would you prefer if we waited until you receive all your winnings?
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1 year ago
Translation
You can close the case - they'll pay... THANK YOU
Automatic translation:
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1 year ago
Dear hsvdoll99,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina,
Casino.Guru
