Kære richieshort80,
Mange tak for din klage. Jeg er ked af at høre om dit problem. Kasinoer kræver normalt mindst én type identitetsdokument (ID, kørekort, pas) og én type adressebevis (forbrugsregning, telefonregning osv.). Nogle casinoer kan dog bede om kontoudtog, bevis for ejerskab af betalingsmetoden, der blev brugt til at foretage en indbetaling, forskellige selfies osv.
Nogle casinoer lader ikke spillere foretage indskud, før de indsender dokumenter, og andre casinoer lader spillere hæve de første eller få mindre udbetalinger uden det, men oftest beder kasinoer om dokumenter ved den første udbetaling.
Jeg kan desværre ikke udtale mig på casinoets vegne, og det ser ud til, at du har modtaget klare instruktioner om, hvordan du fortsætter med udbetalingen, derfor vil jeg foreslå, at du følger dem. Jeg vil lade denne klage stå åben, og jeg vil gerne bede dig om at holde os opdateret.
På forhånd mange tak for dit svar.
Med venlig hilsen,
Kristina
Dear richieshort80,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos usually require at least one type of identity document (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.
Some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.
Unfortunately, I cannot speak for the casino and it seems that you received clear instructions on how to proceed with the withdrawal, therefore I would suggest that you follow them. I will leave this complaint open and I would like to kindly ask you to keep us updated.
Thank you very much in advance for your reply.
Best regards,
Kristina
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