CashiMashi Casino - Hráč se snaží dokončit ověření účtu.

Hello everyone since 3/11/22 I've been trying to get my payout was verified except for my payment method that was asked 5-7 times and everything was submitted they say every time takes 2-3 now the 31 is 20 days over and I still have nothing

Hallo zusammen seit dem 11.3.22 versuche ich meine Auszahlung zu bekommen wurde verifiziert bis auf mein bezahlverfahren das wurde 5-7 mal gefragt und alles eingereicht sie sagen jedes Mal dauert 2-3 jetzt ist der 31 sind 20 Tage um und habe immer noch nichts

Dear outleto76,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, everything went well except for the payment process. I only have a virtual credit card we have 4/3/22 submitted it for the first time on 3/11/22 and 7 other times too. I can't access my account, I can't log in and I don't get an answer from the casino. When I go to live chat, I always get the same answer. It takes 1-3 days, 22 days have passed

Hallo und zwar hat alles bis auf das bezahlverfahren geklappt. Ich besitze nur eine virtuelle Kreditkarte wir haben den 3.4.22 habe es am 11.3.22 das erste mal eingereicht und 7 andere Male auch. Habe keinen Zugriff auf mein Konto kann mich nichts anmelden und bekomme auch keine Antwort von dem Casino wenn ich in den livechat gehe bekomm ich immer die selbe Antwort das dauert 1-3 Tage es sind 22 Tage rum

Thank you very much, outleto76, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Thank you very much

Dankeschön

Hello outleto76.

Thank you very much for sharing your negative experience with the Casino.Guru. We are now going to reach the casino team.

Hi there,

After examining your profile, I have to say that you unfortunately did not submit the required documents. A bank statement, the screenshot of your MuchBetter account and the photos of the credit card are still missing. They sent us screenshots of the credit card. Unfortunately, there is no indication that the credit card is in your name. This was also written several times in the description of the request. You can also see what is required in the email in which these documents were requested.

Kind regards

Cashimashi

Hallo,

nach Prüfung Ihres Profils muss ich feststellen, das von Ihnen leider die geforderten Unterlagen nicht eingereicht worden sind. Es fehlt nach wie vor ein Kontoauszug, der Screenshot Ihres MuchBetter-Accounts sowie die Fotos der Kreditkarte. Sie haben uns von der Kreditkarte Screenshots geschickt. Leider ist dort nicht ersichtlich, das die Kreditkarte auf Ihren Namen läuft. Dies wurde mehrfach auch geschrieben bei der Beschreibung der Anfrage. Des Weiteren sehen Sie in der Email in der diese Unterlagen angefordert wurden auch jedes Mal was benötigt wird.

Mit freundlichen Grüßen

Cashimashi

That's a lie I'm happy to show you how many times I've sent you this and for the credit card I only have a virtual credit card I don't have a physical card I'll send you everything again

Das ist gelogen kann ihnen gerne zeigen wie oft ich ihnen das geschickt habe und zu der Kreditkarte ich besitze nur eine virtuelle Kreditkarte habe keine physische Karte ich schick ihnen alles nochmal zu

We have neither a bank statement nor the MuchBetter account. For the virtual credit card, please send a screenshot that also shows your name. Otherwise we unfortunately cannot accept it.

Kind regards

Uns liegt weder ein Kontoauszug vor, noch das MuchBetter Konto. Bei der virtuellen Kreditkarte schicken Sie bitte einen Screenshot, der Ihren Namen zusätzlich zeigt. Sonst können wir es leider nicht akzeptieren.

Mit freundlichen Grüßen

Hello outleto76.

Please, is there any issue with providing the casino team with the bank statement for MuchBetter account?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I don't have all the money anymore

hab das ganze Geld nichts mehr

Do I understand correctly that you lost the amount?

Hello outleto76,

please complete the verification anyway. As I said, we are still missing documents.

Kind regards

Cashimashi

Hallo outleto76,

bitte vervollständigen Sie trotzdem schon einmal die Verifizierung. Uns fehlen wie gesagt immer noch Unterlagen.

Mit freundlichen Grüßen

Cashimashi

Hello outleto76.

Please, could you complete the verification process in the casino?

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.