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Hello,

The casino now has a German license. Living in Germany.

I'm trying to verify my account, but for 2 days no reply to the documents, no reply to emails, no live chat available, just an unusable live chat.

Can you help me?

Hallo,

Das Casino hat mittlerweile eine Deutsche lizenz. Lebe in Deutschland.

Ich versuche mein Konto zu verifizieren,jedoch seit 2 tagen keine Antwort der Dokumente, keine Antwort auf Mails, keine Livechat vorhanden, nur ein unbrauchbarer Livechat.

Können sie mir helfen?

Dear 92michaelhuber92,

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.

Have you been informed what specifically 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. Thank you in advance for your reply.

Best regards,

Petronela

No, when I click on the payout button I am asked to upload an ID document and proof of address document, I have done this.

But then a message came up that it usually only takes 12 hours and should contact support after 48 hours.

Then I'll have patience

Nein, wenn ich auf den Auszahlungsbutton klicke werde ich aufgefordert eine Ausweisdokument sowie ein Dokument zum Adressnachweis hochzuladen, dies habe ich erledigt.

Es kam aber dann eine Meldung das es in der Regel nur 12h dauert und nach 48 Stunden den Support kontaktieren soll.

Dann hab ich mal noch Geduld

I fully understand your frustration, 92michaelhuber92. However, I will set the timer for additional 7 days allowing to casino some more working days to process your submitted documents and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

The verification documents were accepted this morning, and I immediately applied for a payout. I'm curious when the money will be transferred.

Die Dokumente zur Verifizierung wurden heute vormittag akzeptiert, ich hab dann gleich eine Auszahlung Beantragt. Bin gespannt wann das Geld überwiesen wird.

Perfect. Please keep me informed about any further developments.

The payout has just been completed and is on the way via wire transfer, I'm positively surprised now, although I was skeptical beforehand 👍

Die Auszahlung wurde soeben abgeschlossen und ist per Wire Transfer auf dem Weg, bin jetzt doch positiv überrascht obwohl ich davor skeptisch war 👍

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 92michaelhuber92, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru