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The casino suddenly wants me to take part in a Skype survey to be able to access my account again. A payout of my € 280 is not possible beforehand

Das Casino will auf einmal, dass ich an einer Skype Umfrage teilnehme um wieder auf mein Konto zugreifen zu können. Eine Auszahlung meiner 280€ ist davor auch nicht möglich

Dear Mario,

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. It is nothing unusual to undergo a Sky call to verify your account and I would strongly recommend attending it.

Please keep me updated and let me know how the call went. If there are no developments by Thursday next week, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

After a 15min skype survey today about almost ridiculous questions like which maps are there in Counter Strike and which game providers there are casino games, the casino informed me that they could not check my person and my account remains blocked. I would like to note again that I have now been logged on to the site for 1.5 months and have passed a complete verification with ID, proof of address and the documents requested by you. I also made at least 10 deposits and withdrawals within this time. Due to a Skype survey, however, my person was not confirmed. Also had to hold my ID in the camera during the survey. I am still ready to provide all requested documents, but the casino is choosing increasingly absurd means which obviously have nothing to do with checking my person. I still have € 280 in my account and would have liked to have paid it out, after which you can delete my account.

Nachdem ich heute eine 15min skype Befragung über schon fast lächerliche Fragen wie welche Maps es in Counter Strike gibt und welche Spielanbieter es bei Casino Spielen gibt durchführt wurde, teilte mir das Casino mit dass sie meine Person nicht überprüfen konnte und mein Konto gesperrt bleibt. Ich möchte nochmals anmerken dass ich auf der Seite jetzt inzwischen 1,5Monate angemeldet bin eine komplette Verifizierung mit Ausweis Adressnachweisen und von ihnen gewollten Dokumenten bestanden habe. Ich habe auch innerhalb dieser Zeit mindestens 10 Ein und Auszahlungen getätigt. Aufgrund einer Skype Umfrage wurde jetzt aber meine Person nicht bestätigt. Musste auch bei der Umfrage meinen Ausweis in die Kamera halten. Ich bin weiterhin bereit alle gewollten Unterlagen zur verfügung zu stellen, jedoch wählt das Casino immer absurdere Mittel welche offensichtlich nichts mit einer überprüfung meiner Person zu tun haben. Ich habe witerhin 280€ auf meinem Konto und hätte diese gern noch ausbezahlt, dannach können sie gerne mein Konto löschen.

Thank you very much, Mario, for your reply. Could you please advise how long ago your account has been created and which games you have been playing? Have you withdrawn any funds previously or this was your first attempt?

The casino has now unlocked my account again and made the payout

Das Casino hat nun doch wieder mein Konto entsperrt und die Auszahlung durchgeführt

That's great. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed as soon as you receive your winnings. Thank you very much in advance.

I received my money

Ich habe mein Geld erhalten

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