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Casino demands very strange documents and just doesn't want to pay out the winnings pure fraud please all goods and HELP I want my winnings 🙁

Casino fordert ganz komische Dokumente und will den Gewinn einfach nicht auszahlen purer Betrug bitte alle waren und HILFE ich will mein Gewinn 🙁

Dear Niklasplay24,

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 you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

They have all the documents they want, but they ask for this;

Reason: For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab): - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 6 months) Thank you for your understanding and patience. and I sent them 6 months of bank statements as a PDF and they ignore it and still say that this is the reason?! Where is the problem? Account statements prove where the money comes from or not?!!!!

Alle Dokumente die sie haben wollen haben sie aber sie fordern das hier ;

Grund: For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab): - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 6 months) Thank you for your understanding and patience. und ich habe denen 6 Monate Kontoauszüge als PDF zukommen lassen und die ignorieren es und sagen immer noch das das hier der Grund ist ?! Wo ist das Problem Kontoauszüge beweisen doch wo das Geld her kommt oder nicht ?!!!!

Thank you for your reply, Niklasplay24. I see that the casino listed types of documents that are accepted as proof of income. Have you submitted any of these documents other than the bank statement?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes payslips and everything they asked for

Ja Gehaltsabrechnungen und alles was sie gefordert haben

They ask for 2 payslips which I don't have because I didn't work there and that's why there aren't any but they don't care

Sie fordern 2 Gehaltsabrechnung die ich nicht habe weil ich dort nicht gearbeitet habe und deswegen gibt es auch keine juckt die aber nicht

Thank you very much Niklasplay24 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Niklasplay24,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First I would like to ask the casino representative of Premier Casino to join the discussion in order to help us resolve the issue.

Premier Casino,

Could you explain if the documents showing the origins of funds Niklasplay24 submitted are sufficient? Could you advise what else you require in order to complete the verification successfully?

Everything was great after a long back and forth, the profit would finally be paid out to me, thank you for the help

Alles super nach langen hin und her würde mir der Gewinn nun endlich ausgezahlt vielen Dank für die Hilfe

I am glad to hear your winnings were paid out. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.