DrueckGlueck Casino - Hráčka se snaží vybrat své výhry.

Dear Casinoguru team,

I am having trouble verifying my address at this casino. I am required to submit an up-to-date utility bill for the past 3 months to verify my address. Since I haven't lived at my address for long, I unfortunately don't have any of these documents. I then wrote to an employee in the chat who advised me to submit a GEZ invoice so that it could be checked. I did so but unfortunately the document was rejected. I wrote to another employee who told me that only the documents required by the casino would be checked (utility bill). I asked if there was no other way to verify my address (confirmation of registration or similar), this was answered in the negative.

I asked why there was no other option, especially since the address is also on my identity card and this has already been checked.

The employee advised me to read the terms and conditions that I have accepted and that there is no way to check my account. So there is no possibility of a payout for me.

Liebes Casinoguru Team,

ich habe Probleme bei der Verifizierung meiner Adresse bei diesem Casino. Es wird von mir verlangt eine akruelle Nebenkostenabrechnung der letzten 3 Monate einzureichen um meine Adresse zu verifizieren. Da ich noch nicht lange an meiner Adresse wohne besitze ich leider keines dieser Dokumente. Daraufhin schrieb ich einem Mitarbeiter im Chat der mir riet eine GEZ Rechnung einzureichen, damit diese geprüft werde. Dies tat ich doch leider wurde das Dokument abgelehnt. Ich schrieb einen weiteren Mitarbeiter an, der mir sagte es würden nur die vom Casino geforderten Dokumente geprüft (Nebenkostenabrechnung). Ich fragte ob es keine andere Möglichkeit gäbe meine Adresse zu verifizieren (Meldebestätigung o.ä.), dies wurde verneint.

Ich fragte wieso es keine andere Möglichkeit gäbe insbesondere da ja auch auf meinem Personalausweis die Adresse steht und dieser bereits geprüft wurde.

Der Mitarbeiter riet mir lieber Mal die ABG durchzulesen die ich angenommen habe und dass keine Möglichkeit besteht mein Account zu prüfen. Somit besteht für mich keine Möglichkeit einer Auszahlung.

Dear Sebastian,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that proof of address 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

Yes, I have already submitted the documents required by the casino (ID card) and they have been successfully checked.

I understand that the casino takes KYC seriously. However, I cannot explain why you would not want to check another document with my address if I do not have one of the ones required by the casino.

Thank you in advance for your efforts.

many Greetings

Sebastian

Ja, die zuvor vom Casino geforderten Dokumente (Personalausweis) habe ich bereits eingereicht und diese wurden auch erfolgreich geprüft.

Ich verstehe dass das Casino das KYC ernst nimmt. Jedoch ist es mir nicht zu erklären wieso man nicht ein anderes Dokument mit meiner Adresse prüfen möchte, wenn ich keines der vom Casino geforderten besitze.

Vielen Dank schonmal für Ihre Bemühungen.

Viele Grüße

Sebastian

Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Sebastian!

I will now try my best to help you, firstly let me invite DrueckGlueck Casino representatives to join this conversation.

Hello Sebastian!

I just received a word from DrueckGlueck Casino representative, that your payment is ought to be withdrawn already.

Could you please confirm this information?

Dear Sebastian,

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

Since we were not able to receive any confirmation about the successful payment by the player or the casino, we will have to reject the complaint.

Although, we strongly believe that the player was able to receive his funds.

The player can reopen this complaint any time in order to confirm that the withdrawal was or was not received.