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My account cannot be verified. It is probably because I cannot submit a payment receipt on which my own IBAN is named in addition to the payment made. Unfortunately, my bank (ComDirect) does not offer this (often discussed problem in online forums). It's not enough for finance to see a screenshot of the deposit and photos of my bank card. There is no way to verify my account even though I was able to make a deposit through the same bank. So whoever pays in money via ComDirect has no way of verifying himself and thus cannot pay out any money. The online support (many different employees) couldn't help me either

Mein Konto kann nicht verifiziert werden. Es liegt wohl daran, dass ich keinen Zahlungsbeleg einrichen kann, auf dem neben der getätigten Einzahlung meine eigene IBAN genannt wird. Meine Bank (ComDirect) bietet das leider nicht an (oft diskutiertes Problem in Online Foren). Der Finanzabteilung reicht es nicht aus ein Screenshot der Einzahlung und Fotos meiner Bankkarte zu sehen. Es gibt als keine Möglichkeit mein Konto zu verifizieren obwohl ich ueber die gleiche Bank eine Einzahlung vornehmen konnte. Wer also Geld über ComDirect einzahlt, hat keine Möglichkeit sich zu verifizieren u d kann somit kein Geld auszahlen. Der Online Support (viele verschiedene Mitarbeiter) konnten mir auch nicht helfen

Dear Niklas,

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 providing a payment receipt with displayed IBAN 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

Hi there,

Thanks for the feedback.

I have submitted all the other required documents. These have been checked and approved. The only thing missing is the receipt for the payment. I had also submitted this, but as described, my own IBAN was not shown here. Please have a look on the net, unfortunately this is generally the case with ComDirect. I also understand the criminal act requirements related to money laundering. I would also like to fix the problem, but unfortunately there is no way under the given requirements of the casino

Hallo,

danke für die Rückmeldung.

Alle weiteren benötigten Unterlagen habe ich eingereicht. Diese wurden geprüft und genehmigt. Es fehlt nur noch der Beleg ueber die Einzahlung. Diesen hatte ich auch eingereicht, aber wie beschrieben, war meine eigene IBAN hier nicht ersichtlich. Bitte schauen Sie im Netz nach, dies ist bei der ComDirect leider grundsätzlich der Fall. Ich verstehe auch die Auflagen wegen krimineller Handlungen in Bezug auf Geldwäsche. Ich würde das Problem ja auch gerne beheben, es gibt nur leider keine Möglichkeit unter den gegebenen Anforderungen des Casinos

Short addition, as not mentioned yet: Of course, I spent a long time writing with the support team in the chat, but they couldn't help me. Furthermore, I contacted the casino 2 days ago by email / contact form. Unfortunately, there was no response at all

Kurzer Zusatz, da noch nicht erwähnt: Natürlich habe ich lange mit dem Supportteam im Chat geschrieben, die mir jedoch nicht weiterhelfen konnten. Desweiteren habe ich mich vor 2 Tagen per Mail/ Kontaktformular an das Casino gewandt. Hier kam leider gar keine Rückmeldung

Thank you very much, Niklas, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Niklas,

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

I just want to point out that I have already answered your question that you put to the casino in detail in the message flow

Ich möchte kurz darauf hinweisen, dass ich Ihre Frage, die Sie an das Casino gerichtet haben, bereits ausführlich im Nachrichtenverlauf beantwortet habe

We would like to ask the Casino Kakadu 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’.

Hello, the issue was resolved by the casino over the weekend. Submitted documents were approved and so was the withdrawal request. Thank you for your support

Hallo, das Anliegen wurde am Wochenende vom Casino gelöst. Eingereichte Dokumente wurden genehmigt und der Auszahlungsantrag ebenfalls. Vielen Dank für Ihren Support

Greetings, friends!

I see that everything is already in order! Glad to see that everything was resolved positively even before my introduction!

Dear Niklas,

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