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Hi

I can't withdraw my winnings!

They want me to have the receipt of the deposit

-Name dealer

-Date

-Amount

-Name account holder

-Purpose of use

Unfortunately, my name is not on the receipt for the payment, only my IBAN

I always get the following as an answer

Kontoauszug.jpg not approved for the following reason: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant's name should be visible on one screenshot/document.

My name is not on any of my payment receipts that I can access online !!

Attached is a picture of the payment receipt

That's all I have as proof of payment

Hope you can help me ,

Kind regards

Thorsten

Hallo

ich kann mir meinen Gewinn nicht Auszahlen lassen!

Die wollen von mir den Beleg der Einzahlung haben

-Name Händler

-Datum

-Betrag

-Name Konto Inhaber

-Verwendungszweck

Auf dem Beleg der Zahlung steht aber leider nicht mein Name , sondern nur meine IBAN

ich bekomme als Antwort immer folgendes

Kontoauszug.jpg nicht genehmigt aus folgendem Grund: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant’s name should be visible on one screenshot/document.

auf keinem meiner Zahlungsbelege die ich Online abrufen kann steht mein Name !!

im Anhang ist ein Bild von dem Zahlungsbeleg

das ist alles was ich als NAchweis bzw Zahlungsbeleg habe

hoffe ihr könnt mir helfen ,

mfg

Thorsten

Dear ikono,

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, the casino is just trying to verify that the deposit method belongs to you and you didn't deposit with someone else's payment method.

Have you tried to explain the situation to the casino? Have you provided any other documents to verify your identity?

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,

Kristina

Hi

it's done, I gambled away the money....

KYC is also OK and important......

However, KYC only becomes an important and essential process when it comes to payments

depositing 100 times from one account is the most normal thing in the world as long as the deposit is gambled away! If a payment is to be made to the same account, then security is a top priority! Something could be wrong.....well, it doesn't matter

I have tried to explain this several times

that my name is not on my receipts/account statements

it was always the same answer

Kontoauszug.jpg not approved for the following reason: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant's name should be visible on one screenshot/document.

I didn't make any deposit at the specified time, but that probably has something to do with the time difference (time in Germany was 03:36:38). Hopefully they know that too!!

I told them they should have my information

account owner

IBAN

name of the bank

I made for the payout compare with the receipt/account statement of my deposit !! Then you can see that it is the same account because of the IBAN

Answer was always the same

Best regards Thorsten

Hallo

hat sich erledigt , hab das Geld verspielt....

KYC ist ja auch OK und wichtig......

KYC wird aber erst zu einem wichtigen und wesentlichen Prozess , wenn es um Auszahlungen geht

wenn 100 mal von einem Konto eingezahlt wird , ist es das normalste der Welt , solange die Einzahlung verspielt wird! Soll eine Auszahlung erfolgen auf das gleiche Konto , da wird Sicherheit dann groß geschrieben !! Es könnte ja was nicht in Ordnung sein.....naja egal

ich habe mehrmals versucht das zu erklären

das auf meinen Belegen/Kontoauszügen nicht mein Name steht

es war dann immer die selbe Antwort

Kontoauszug.jpg nicht genehmigt aus folgendem Grund: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant’s name should be visible on one screenshot/document.

zur der angegebenen Uhrzeit habe ich zwar keine Einzahlung gemacht , aber das hängt wohl mit der Zeitverschiebung zusammen (Uhrzeit Deutschland war 03:36:38 ) Hoffentlich wissen die das auch!!

Hab denen gesagt die sollen meine Angaben ,

Kontoinhaber

IBAN

Name der Bank

die ich für die Auszahlung gemacht habe vergleichen mit dem Beleg/Kontoauszug meiner Einzahlung !! Dann sieht man das es das gleiche KOnto ist , wegen der IBAN

Antwort war immer die gleiche

mfg Thorsten

Thank you for your reply, ikono. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.