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I started out as a newcomer with euphoria until the payment came.

Then my account had to be verified. Submitted 7 documents. All were rejected. In the end you wanted one

Monthly account statement with all my movements. I declined. What does a casino care about my private transactions?

After a long delay, I gave up and lost my winnings again. Casinos are said to be monitored and audited. only by whom? Stay away from this casino. You can't win.

Bin als Neuling mit Euphorie gestartet, bis es zur Auszahlung kam.

Dann mußte mein Konto verifiziert werden. Habe 7 Dokumente eingereicht. Alle wurden abgelehnt. Am Ende wollte man einen

Monatskontoauszug mit all meinen Bewegungen. Das habe ich abgelehnt. Was geht ein Casino meine privaten Transaktionen an?

Nach langer Verzögerung habe ich aufgegeben und meinen Gewinn wieder verspielt. Angeblich werden Casinos überwacht und geprüft. Nur von wem? Finger weg von diesem Casino. Gewinnen können Sie nicht.

Dear georg3549,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear georg3549,

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.

All of the bank documents I sent were rejected or not for account verification

taken. In the end, they asked for a document with data that my online bank didn't

spends I have therefore ended the matter and canceled my player account on December 24th, 2022.

The arguments of the casino are completely unfounded, as already with the immediate transfer all

my data such as bank, IBAN and owner are mentioned. Everything else is just a meaningless

Delay in Payout of Winnings. However, with this method, the casino succeeds, like

82% of the complaints show.

Alle meine zugesandten Bankdokumente wurden abgelehnt bzw. nicht zur Kontoverifizierung

genommen. Am Ende wurde ein Dokument mit Daten verlangt, die meine Online Bank nicht

ausgibt. Ich habe deshalb die Sache beendet und mein Spielerkonto am 24.12.2022 gekündigt.

Die Argumente des Casinos sind völlig haltlos, da bereits bei der Sofortüberweisung alle

meine Daten wie Bank, IBAN und Inhaber genannt werden. Alles andere ist nur eine sinnlose

Verzögerung der Gewinnauszahlung. Doch mit dieser Methode hat das Casino Erfolg, wie

82 % der Beschwerden zeigen.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.