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Hello,

unfortunately I have to use your help again. I have on 05/28. requests a withdrawal of € 900. So far I have requested and received 4 withdrawals at this casino. The first payout on July 9th. was difficult but with your help it worked. The other withdrawals were handled without any problems. In response to my request yesterday, I was informed of the following: Having rechecked this with our relevant department please note that we can see deposit that was made with Skrill on 9th of February 2021.

Due to this, our relevant department requested the following documents so your account verification can be completed:

- proof of deposit for Skrill: a screenshot of the transaction to Condor Gaming, showing the account information (All details should be presented on the same page) Please see the example in the attachment of this email.

Also, since deposits were made from another person Skrill account, please provide us with the following documents for Juergen E ***:

1. Personal identification document (front and back); preferably a copy of your passport;

2. Recent (not older than 2 months) bank statement visibly displaying account holder full name, address, IBAN, and date;

3. Address verification document ie a copy of a utility bill. The address verification document must be issued within the last 2 months and has to visibly show your name, address, and issue date. (This can be any sort of invoice letter ie phone bill, insurance bill, tax document, payslip document, etc.)

4. Written and signed confirmation from both, you and Mr E ***, that he allowed you to deposit with his account on our casino.

Please be informed that we are securing your data, and you don't have to worry about anything. The process can go quite fast when we receive the right documents from you. And the good news is: as soon as your account is verified future payout requests can be processed much quicker!

I don't understand that at all! My husband Jürgen E *** does not have a Skrill account. I cannot have made a deposit from there. Also, I haven't made a deposit using Skrill in the past few years.

A copy was sent to me as proof of this. Nothing can be seen on it. I will be happy to make this available to you.

I don't know what that is about and why you are coming up with such a demand now.

Please help me. Thanks in advance.

Roswitha

Hallo,

leider muß ich wieder Ihre Hilfe in Anspruch nehmen. Ich habe am 28.05. eine Auszahlung von 900 € beantragt. Bis jetzt habe ich in diesem Casino 4 Auszahlungen beantragt und auch bekommen. Die erste Auszahlung am 09.07. war schwierig aber mit Ihrer Hilfe hat es dann geklappt. Die anderen Auszahlungen wurden problemlos erledigt. Auf meine Anfrage gestern wurde mir nun folgendes mitgeteilt: Having rechecked this with our relevant department please note that we can see deposit that was made with Skrill on 9th of February 2021.

Due to this, our relevant department requested the following documents so your account verification can be completed:

- proof of deposit for Skrill: a screenshot of the transaction to Condor Gaming, showing the account information (All details should be presented on the same page) Please see the example in the attachment of this email.

Also, since deposits were made from another person Skrill account, please provide us with the following documents for Juergen E***:

1. Personal identification document (front and back); preferably a copy of your passport;

2. Recent (not older than 2 months) bank statement visibly displaying account holder full name, address, IBAN, and date;

3. Address verification document i.e. a copy of a utility bill. The address verification document must be issued within the last 2 months and has to visibly show your name, address, and issue date. (This can be any sort of invoice letter i.e. phone bill, insurance bill, tax document, payslip document, etc.)

4. Written and signed confirmation from both, you and Mr E***, that he allowed you to deposit with his account on our casino.

Please be informed that we are securing your data, and you don’t have to worry about anything. The process can go quite fast when we receive the right documents from you. And the good news is: as soon as your account is verified future payout requests can be processed much quicker!

Das verstehe ich nun gar nicht!!! Mein Ehemann Jürgen E*** besitzt kein Konto bei Skrill. Ich kann von dort keine Einzahlung getätigt haben. Außerdem habe ich in den letzten Jahren keine Einzahlung mit Skrill getätigt.

Man hat mir als Nachweis eine Kopie geschickt darauf ist nichts zu erkennen. Ich stelle Ihnen das gerne zur Verfügung.

Ich weiß nicht was das soll und warum man jetzt mit solch einer Forderung kommt.

Bitte helfen Sie mir. Danke schon jetzt.

Roswitha

Dear Roswitha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you already provided all the required documents, please? Have you ever made any deposits using your husband’s payment method (doesn’t necessarily have to be Skrill)?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

I have now waited a long time to answer you. To correct this, I have to inform you that I made a deposit with Skrill. But it was from my account; my husband doesn't have a Skrill account. I also never used my husband's account for any of my deposits. After a lot of written explanations you have now hopefully accepted that it is my Skrill account. Since June 4th I am already waiting for an answer or the payment. So I've been waiting since May 28th. and that can't be.

I am now asking for your help.

Thanks in advance.

regards

Roswitha

Hallo Kristina,

ich habe jetzt lange gewartet um Dir zu antworten. Zur Berichtigung muß ich Dir mitteilen das ich doch eine Einzahlung mit Skrill gemacht habe. Diese war aber von meinem Konto.Mein Mann hat kein Skrill Konto. Ich habe für alle meine Einzahlungen auch nie ein Konto meines Mannes benutzt. Nach vielen schriftlichen Erläuterungen hat man nun doch wohl hoffentlich akzeptiert das es mein Skrillkonto ist. Seit dem 04.06. warte ich nun schon wieder auf eine Anwort oder die Auszahlung. Also warte ich schon seit dem 28.05. und das kann nicht sein.

Ich bitte Euch nun um Hilfe.

Danke schon jetzt.

Freundliche Grüße

Roswitha

Thank you very much Roswitha for your reply. I will now transfer your complaint to my colleague Viliam 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 Roswitha,

I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Big5 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Customer,

We have checked your account and we are happy to inform you that your account is complete and verified. Since everything is in order now, we can confirm that your payment request of €900 was approved and done from our end today, the 21st of June 2021. You should receive your winnings shortly.

Kind regards,

Big5Casino Complaints Team

Dear Roswitha,

let me know when you'll receive your winnings, please.

Hello Viliam, the money is in my bank account. Everything worked fine now. Thank you for your support. Also a thank you to BIG5.

best regards

Roswitha

Hallo Viliam, das Geld ist auf meinem Bankkonto. Hat alles jetzt gut funktioniert. Danke für Ihre Unterstützung. Auch noch ein Dankeschön an BIG5.

Liebe Grüße

Roswitha

Dear Roswitha,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru