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I submitted a payout on June 23, 2021 and uploaded the necessary documents. On June 25th, 2021 I had submitted the requested documents since then I have not been verified and the amount has not been paid out. The support always puts off waiting. In the terms and conditions a maximum of 48 hours is specified, but 7 days have already passed.

Ich habe eine Auszahlung am 23.06.2021 eingereicht und die nötigen Dokumente hochgeladen. Am 25.06.2021 hatte ich die angeforderten Dokumente nachgereicht seit dem bin ich weder verifiziert noch wurde der Betrag ausgezahlt. Der Support vertröstet immer nur mit warten. In den AGBs werden maximal 48 Stunden angegeben jedoch sind jetzt schon 7 Tage um.

Dear Alexander,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello no, the same thing is said every time. I should wait. So far it has not happened in any casino that you need longer than 7 days for the verification.

Hallo nein, ich bekomme jedesmal dasselbe gesagt. Ich soll warten. In keinem Casino bis jetzt vorgekommen das man länger als 7 Tage für die Verifizierung benötigt.

Hello coincidentally, after submitting the complaint here, my documents have been accepted and the payout has been approved. Can you leave the case open until payment is received?

Hallo zufälligerweise nachdem ich hier die Beschwerde eingereicht habe sind meine Dokumente akzeptiert worden und die Auszahlung genehmigt. Können sie den Fall noch offen lassen solang bis die Zahlung eingeht?

Great news. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Hello the amount has arrived. The case can be closed thanks for the help.

Hallo der Betrag ist angekommen. Der Fall kann geschlossen werden danke für die Hilfe.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alexander, 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