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I have made deposits at this casino before.

Once I deposited with a prepaid credit card called "Bitsa" because I still had credit lying around and didn't know what to do with it.

I lost everything I deposited with it.

A few weeks later I deposited with paysafecard and won a small sum.

Now the casino wants to verify my prepaid credit card before I can pay out, but since it is a prepaid credit card, my name is not on it and I cannot verify myself, and Bitsa itself cannot send me any documents that can verify me.

So I can no longer play at this casino because I can't verify my prepaid card as a withdrawal method, although I don't want to withdraw to it.

Ich habe in diesem Casino schon öfter eingezahlt.

Einmal habe ich eingezahl mit einer Prepaid Kreditkarte namens "Bitsa" da ich dort noch Guthaben rumliegen hatte, und nicht wusste was ich damit machen sollt.

Ich habe alles verloren was ich damit eingezahlt habe.

Ein paar Wochen später habe ich mit paysafecard eingezahlt und eine kleine Summe gewonnen.

Nun will das Casino bevor ich Auszahlen kann meine Prepaid Kredikarte verifizieren, da diese aber eine Prepaid Kreditkarte ist steht auf dieser nicht mein Name und ich kann mich nicht verifizieren, auch Bitsa selber kann mir keine Dokumente zustellen die mich verifizieren können.

Also kann ich nun nicht mehr in diesem Casino spielen, da ich meine Prepaid Karte nicht als Auszahlungsmethode verifizieren kann, obwohl ich auf diese nicht auszahlen will.

Dear loidcasino1337,

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 verifying the payment method 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,

Tomas

Problem solved, thank you very much.

Problem hat sich erledigt, vielen dank.

Dear loidcasino1337,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru