The player from Germany requested a withdrawal 2 weeks ago, but it has been pending since. It seems that the incomplete verification might be the problem. The player confirmed that the withdrawal was processed successfully.
Vegadream Casino - Player's withdrawal hasn't been processed.
Amount: €1,300
Vegadream Casino
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi
I requested a withdrawal on 01/11 which has not yet been processed. The problem is that I can't reach anyone to ask if there are any problems or if verification is still pending. Neither the live chat is present nor was there an answer by email or via the contact form.
FYI: it's been a long time since the casino contacted me by email, it was about some kind of verification, but the email was already deleted because I had just skimmed it. Think that will be the reason..... It's just very difficult to contact the casino, try daily and nothing can be verified on the site
LG
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2 years ago
Dear Markus45966,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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.
Do I understand correctly that your account has not yet been clearly marked as verified?
Could you please indicate which documents you have already provided and when exactly?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello nice that you got in touch 🙂
Of course I understand that KYC is important, so far I have not had to verify my ID card or bank account. Unfortunately, verification via the site is not possible. The real problem is that I can't get in touch with the casino
LG
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2 years ago
Thank you very much for the update via email, Markus45966. I hope I understood correctly, that you have provided documents to verify your account. If yes, let's wait for a few more days, and hopefully, your account will be verified in no time.
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2 years ago
Translation
Hi!!
I made all documents available to the casino for verification on 01/31/22.
I have just received confirmation that I am fully verified and the payout has been forwarded.
LG
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2 years ago
Thank you for the update, Markus45966. It seems we are on the right track. It can take a few days to fully process a withdrawal, therefore I will set the timer for additional 14 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience, and please, let us know if there is anything new in the meantime.
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2 years ago
Translation
Hi! It's done I got the money transferred today 😎
At first I was really desperate trying to get in touch with the casino! Until they wrote to the casino, from then on it seemed to me that the knot had burst. Many thanks for your quick help....... 👍
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2 years ago
Awesome news, Markus45966. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
