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The verification of my bank account is not being accepted. I am asked to provide an official PDF from my bank, bearing my name, my IBAN, and a current date. Despite uploading these details, the document was rejected on the grounds that it did not contain the requested items. The customer service here is not being helpful, as they cannot review my documents. I get the feeling that they’re trying to delay the payout in hopes I lose the money.

Die Verifikation meines Bankkontos wird nicht akzeptiert. Gefragt ist eine offizielle PDF meiner Bank in welcher mein Name, meine IBAN und ein aktuelles Datum zu sehen ist. Obwohl ich all dies hochgeladen habe, wird das Dokument abgelehnt mit der Begründung, das die gefragten Dinge nicht darauf zu sehen sind. Der Customer-Service ist hier nicht weiter hilfreich, da er die Dokumente nicht anschauen kann. Ich habe das Gefühl, hier wird versucht die Auszahlung zu verzögern, damit man das Geld doch noch verspielt.

Dear blablabla,

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 verifying the payment method 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

Dear Petronela,

after a long back and forth, my account was finally verified and hopefully the payment will be made promptly 🙂

Thanks very much

Liebe Petronela,

nach langem hin und her wurde mein Account schließlich doch verifiziert und die Auszahlung erfolgt hoffentlich auch zeitnah 🙂

Vielen Dank

Gret news :) Please let me know when you receive your winnings and I will update this thread accordingly. Thank you very much in advance.

Dear blablabla,

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.

I received the winnings!

Ich habe die Gewinne erhalten!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, blablabla, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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