The player from Germany is facing difficulties withdrawing her winnings of 5500 euros as she is repeatedly asked to upload verification photos of her deposits, which she has done multiple times. Despite reaching out to support for assistance, she has not received a response.
Vinyl Casino - Player's withdrawal is delayed due to verification issues.
Amount: €1,500
Vinyl Casino
Safety Index:Above averageSafety Index
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7.7
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Case opened
Current status
Waiting for player to reply
6d 16h 7m 28s
Case summary
7 hours ago
Public
Public
9 hours ago
Translation
I am also trying to pay out my winnings, but unfortunately I am constantly asked to provide photos of my deposits for verification, which I have already uploaded several times. I also wrote to support to ask why my verification is taking so long, but no answer. I had won 5500 euros, of which I have already lost 4000 unfortunately.
I hope you can help me
Manuela K***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 hours ago
Dear flanders,
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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the deposit seems to be the only issue? Have you provided any other documents and have they all been approved?
- Have you provided all the required documents in the correct format as soon as possible?
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
flanders has 6d 16h 7m 28s to reply
