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Good day. I've been trying to verify myself for 2 days. I'm supposed to send a PDF bank statement from December showing my name, IBAN, and the deposit. I've sent it at least 10 times now, and each time it gets rejected. I downloaded the data directly from my bank in PDF format. I am verified at no less than 50 casinos. I've never had any trouble verifying myself at any casino, especially when I've sent everything correctly.

I've even gone through the trouble of sending it separately, where it just shows the deposit with IBAN, name, everything complete, and then once with the complete bank statement in PDF, showing the name and IBAN. When I contact support for the last 2 days, they keep saying that the finance department is handling the case or that I would receive an email. But nothing is done except to keep rejecting it and making the same demands.

Guten Tag . Ich versuche seit 2 Tagen mich zu verifizieren . Ich soll einen Konto Auszug in pdf schicken vom Dezember, wo mein Name, Iban & die Einzahlung zu sehen ist . Ich habe jetzt bestimmt 10x geschickt und es wird jedes mal abgelehnt . Ich habe die Daten von meiner Bank in pdf direkt runtergeladen .Ich bin mindestens bei 50 casinos verifiziert. Ich hatte noch nie in irgendeinem Casino Probleme gehabt mich zu verifizieren vorallem ich alles richtig geschickt habe . 

Vorallem habe ich sogar die Mühe gemacht es einzeln zu schicken wo nur die Einzahlung war mit Iban , namen alles drum und dran und dann einmal mit Kontoauszug alles in pdf , wo Name, Iban zu sehen ist . Wenn man den Support schreibt seit 2 Tagen, heißt es nur , die Finanzabteilung kümmert sich um den Fall oder ich würde eine email bekommen . Es wird aber nichts getan, ausser es immer abzulehnen und die selben Forderungen zu stellen.

Dear Flyingkey,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It's about the repeated request for verification even though the correct documents are available.

Es geht um die wiederholte Anfrage der Verifizierung obwohl die richtigen Unterlagen vorliegen .

Dear Flyingkey,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Flyingkey,

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.