AHTI Games Casino DE - Hráč se snaží vybrat své výhry.

They don't want to verify my account. Again and again document was not recognized. Even though my account was already verified 9 months ago.

Die wollen mein Konto nicht verifizieren. Immer wieder Dokument wurde nicht anerkannt. Obwohl mein Konto vor 9 Monaten schon einmal verifiziert wurde.

Dear moneyblau,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We know already from your previous complaint that the account has been successfully verified in the past. Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear moneyblau,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Player's additional comments:

"Hello, no, everything has remained the same. A document has now been recognized. But I still cannot have it paid out. Nothing is missing as it was written. Nevertheless, I cannot have it paid out."

Player's additional comments:

"Hallo nein alles ist gleichgeblieben.Ein Dokument wurde jetz anerkannt. Ich kann aber immer noch nicht auszahlen lassen.Fehlen tut nichts mehr so wie geschrieben wurde.Trotzdem kann ich nicht auszahlen lassen."

Thank you, moneyblau, for your reply. Could you please advise how many days ago was your account finally verified?

It's still not cleared for withdrawals.

Es ist immer noch nicht frei gegeben für Auszahlungen.

Hello moneyblau,

We allowed some time to casino to process your withdrawal after successful verification. Have there been any developments since our last conversation, please? 

No, until now there has been no change.

Nein bis jetzt gab es keine Veränderung.

Thank you very much, moneyblau, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello moneyblau,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite AHTI Games Casino DE to join the conversation and participate in the resolution of this complaint.

Dear AHTI Games Casino DE,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

I lost the money out of frustration. I never play with them again. Thanks for the help. Do you know how long a payout at Vulkan Vegas takes? There I applied for a payout of 4000 euros on Saturday.

Das Geld habe ich vor lauter Frust verloren. Ich spiele bei denen nie mehr.Danke für die Hilfe.wissen sie wie lange eine Auszahlung bei Vulkan vegas dauert.dort habe ich am Samstag eine Auszahlung von 4000 Euro beantragt.

Thank you, moneyblau, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but 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.

Kind regards,

Tomas