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Payment request from May 13th, 2021 is rejected.

Reason: proof of payment from April 18, 2021 is missing.

I deposited € 20 with Trustly on May 12th, 2021. The amount was immediately charged to my bank account. I uploaded this proof of payment from May 12th, 2021. Nevertheless, a proof of payment will be sent from April 18th. even though I used a different account for the deposit at the time.

Auszahlungswunsch vom 13.05.2021 wird abgelehnt.

Begründung: Einzahlungsnachweis vom 18.04.2021 fehlt.

Ich habe am 12.05.2021 20 € mit Trustly eingezahlt. Betrag wurde sofort auf meinem Bankkonto belastet. Diesen Einzahlungsnachweis vom 12.05.2021 habe ich hochgeladen. Trotzdem wird ein Einzahlungsnachweis vom 18.04. verlangt, obwohl ich damals ein anderes Konto für die Einzahlung benutzt habe.

Dear fazerjoe,

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 a missing Proof of Deposit from the 18th of April 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,

the complaint has meanwhile been resolved. The payout has been approved.

Many thanks and best regards

Hallo,

die Beschwerde hat sich zwischenzeitlich erledigt. Die Auszahlung wurde genehmigt.

Vielen Dank und schöne Grüße

Hello,

the complaint has meanwhile been resolved.

Many thanks and best regards

Hallo,

die Beschwerde hat sich zwischenzeitlich erledigt.

Vielen Dank und schöne Grüße

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fazerjoe, for your confirmation, and please 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.

Best regards,

Petronela

Casino.Guru