DrueckGlueck Casino DE - Hráč má potíže s výběrem výher.

Hello I have a problem I want to withdraw my winnings and I can't they say they need my documents again but in the past they have already checked they sent them again but they don't answer me

Hallo io ho un Problema voglio prelevare la mia vincita e non posso dicono che devono di nuovo i miei documenti però in passato hanno già verificato gli lo mandati di nuovo ma nn mi rispondono

Dear 55w4w6pq4j,

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.

Could you please advise which documents have been requested from you again? Are all the previously submitted documents still valid?

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,

Tomas

Dear 55w4w6pq4j,

When was the last time the proof of your ID was accepted by the casino?

Please note the casino may ask you to resubmit certain documents required for verification if a certain time has passed; if any of your documents are expired or about to expire, or for other reasons. I encourage you to submit a new document (photo, scan) as proof of a valid ID.

Please let me know if that helped.

Dear 55w4w6pq4j,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.