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I could only cash out what I deposited € 100 with trusty, I fulfilled the bonus with trusty, I couldn't cash out I paid in and let the rest of the 830 € claim that the ecopayz problemm and will be back against it in the next few weeks Casinos only make problems do not accept my old German driver's license my EU Greek ID card but deposit there are no problems if you can help me it will be fine Mfg dimosthenis Lamperis

Ich könnte nur mich auszahlen lassen was ich eingezahlt habe 100€mit trusty habe ich den Bonus erfüllt mit trusty könnte ich nicht mich auszahlen lassen von Support haben dir mir gesagt ich ecopayz Konto machen und ein kleine Betrag einzahlen habe ich auch gemacht und könnte nur was ich eingezahlt mich auszahlen lassen das rest 830€behaupten die das ecopayz problemm hatt und wird in die nächsten wochen wieder gegen ich vertraue diese Casino nicht und mit trusty klappt alles gut ohne zusätzliche Gebühren wie bei ecopayz mann gewinnt einmal und problem einzahlen aber nie probleme meisten casinos machen nur probleme akzeptieren nicht mein alte deutsche Führerschein meine EU griechische Ausweis aber einzahlen das gibs keine probleme wen sie mir helfen können werde es gut Mfg dimosthenis Lamperis

Dear denis1963,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

Maybe the issue regarding the specific payment method is just temporary. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward your cashier history? My email address is petronela.k@casino.guru.  

Regarding the ongoing verification, 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. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Have you been advised what exactly 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. Looking forward to hearing from you.

Best regards,

Petronela 

Hello, I don't know that this was helpful today I could withdraw my money only with ecopayz very high fees and you have to wait a few days for the money to end up in the account well, thank you very much for your support, I will definitely close my account that hatt me at all Mfg dimosthenis

Hallo ich weiß es nicht das diese bescwerde direkt geholfen haben heute könnte ich mein Geld apheben nur mit ecopayz sehr hohen Gebühren und man muss ein paar Tagen bis das Geld auf Konto landet na ja vielen Dank für ihre Unterstützung ich werde auf jeden Fall mein Konto schließen das hatt mich garnich gefahlen Mfg dimosthenis

Thank you very much, denis1963, for the update. Do I understand it correctly that you've received your winnings and your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Hello yes you can close I closed my account in any case, many casinos have problems that even do not accept my German driver's license

I think they do it again when the money is lost again.

Hallo ja sie können schließen ich habe mein Konto geschlossen auf jeden Fall vielen casinos machen probleme die akzeptieren sogar nicht mein deutsches Führerschein

Ich glaube das machen die extra das wieder wen mall einmal gewind das das Geld wieder verspielt wird.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, denis1963, for your 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