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Hello, I won 7000 Euros and wanted to withdraw 5000. My payment was cancelled due to a missing rollover (60 Euro deposit). In response, I played 500 Euros and now the rollover is okay. Then, I initiated a new withdrawal of 5000 (the maximum allowed per week), but I was required to send a selfie with my ID as well, which I did. After another seven days, my withdrawal was cancelled again without any reason or notification. To me, this feels like a pure scam.

Hallo ich habe 7000 Euro gewonnen und wollte 5000 auszahlen. Dann wurde meine Auszahlung storniert wegen fehlendem Rollover (60 Euro Einzahlung) drauf hin habe ich 500 Euro gespielt und der rollover ist ok. Danach neue Auszahlung 5000 (mehr geht in der Woche nicht) dann musste ich noch zusätzlich ein Selfie mit Ausweis senden, was auch erfolgte nach weiteren sieben Tagen wurde die Auszahlung wieder storniert ohne Gründe Nachrichten etc . Für mich reine abzocke

Dear Dutsche, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved by the casino?

When was the last time you communicated with the casino and what was it about?

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, 

Veronika

Hello, bank and address statement picture of ID, then selfie with ID. Now suddenly today I received an ID with confirmation from a notary. What kind of methods are these? Is it enough for me to get a certification from the town hall?

Hallo , Bank und Adress statement Bild vom Ausweis, dann Selfie mit Ausweis. Jetzt kam heute auf einmal Ausweis mit Bestätigung eines Notars. Was sind denn das für Methoden ? Reicht es da aus mir vom Rathaus eine Beglaubigung zu holen?

Has the casino approved your identity documents? Please note that if the casino considers it necessary, it may request additional documents for verification purposes. Have you provided the casino with your ID certified by a notary?

Dear Dutsche,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.