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Hello,

I cannot verify myself, again and again you want a receipt for a deposit, my account number should be there, that does not work with my account. I uploaded it as a screenshot and pdf, several times. Once it was edited and it was green, the employee Victor told me in the chat that I was verified, shortly afterwards it was changed again. I have never had such problems in other casinos. I also have a voucher of € 2850, which I would like to pay out. I won € 50 in the tournament, and with the € 50 I won € 2850, but I cannot withdraw it.

The top of the deposit says: Customer number, and not my account number, that's how it is at my bank. I also sent a photo of my bank card and a letter stating that the customer number goes with my account number. I will upload it to you.

Hallo,

ich kann mich nicht verifizieren, immer wieder wollen Sie ein Beleg für ein Einzahlung, da soll meine Kontonummer stehen, dass geht bei meinem Konto nicht. Habe es als Screenshot und Pdf hochgeladen, mehrmals. Einmal wurde es bearbeitet und war auf grün, der Mitarbeiter Victor hat mir im Chat gesagt, ich bin verifiziert, kurz danach wurde es wieder geändert. Ich hatte noch nie in anderen Casinos so Probleme. Auch habe ich ein Guhaben von 2850 €, was ich gerne auszahlen möchte. Ich habe im Turnier 50 € gewonnen, und mit den 50 € dann die 2850 €, ich kann es aber nicht auszahlen lassen.

Auf der Einzahlung oben steht: Kundennummer, und nicht meine Kontonummer, so ist das bei meiner Bank. Habe auch Foto von meiner Bankkarte geschickt, und einen Brief, dass die Kundennummer zu meiner Kontonummer gehört. Ich lade es bei euch hoch.

Dear toptap,

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 a missing account number on the deposit receipt 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,

Petronela

Hello,

the case can be closed, everything worked 🙂

Hallo,

der Fall kann geschlossen werden, es hat alles geklappt 🙂

Do I understand correctly that a missing account number on the deposit slip seems to be the only obstacle between you and your winnings? Did you submit any other personal documents required for the review?

It was exactly like that.

Verstehe ich richtig, dass eine fehlende Kontonummer auf dem Einzahlungsbeleg das einzige Hindernis zwischen Ihnen und Ihren Gewinnen zu sein scheint? Haben Sie alle anderen für die Überprüfung erforderlichen persönlichen Dokumente eingereicht?

Genau so war es.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, toptap, for your confirmation and please don’t hesitate to contact us 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