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Hello.

I have had problems with the o. G Casino for 1 week, my account is not verified and my winnings are not paid out.

I submitted all the documents, after 72 hours of waiting I asked on Sunday how things are going, then a screenshot was requested from my bank account, where my Iban can be seen, my name and the 2 payments to Sloty is. Since then there has been silence again. Please help to finally pay out my winnings.

Hallo.

Ich habe Probleme mit dem o. G Casino seit 1 Woche wird mein Konto nicht verifiziert und mein Gewinn wird nicht ausbezahlt.

Ich habe alle anfallenden Dokumente eingereicht, nach 72 h Wartezeit fragte ich am Sonntag nach, wie denn der Stand der Dinge ist, daraufhin wurde ein Screenshot von meinen Bankkonto angefordert, wo meine Iban ersichtlich ist, mein Name und die 2 Einzahlungen an Sloty zu sehen ist. Seitdem ist wieder Stillschweigen. Bitte um Hilfe um endlich meinen Gewinn auszubezahlen.

Dear Nicole,

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. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Have you been advised what caused the delay? Have you accumulated your winnings with or without active bonus?

Looking forward to hearing from you.

Best regards,

Petronela

Hello.

The winnings were made without a bonus, I do not receive any information why the process is delayed for so long. Everything was properly submitted.

Hallo.

Die Gewinne wurden ohne Bonus erzielt, ich erhalte keinerlei Auskunft warum der Prozess solange sich hinauszögert. Es wurde alles ordnungsgemäß eingereicht.

Hello.

The account was verified today ...

Hallo.

Das Konto wurde heute verifiziert...

Perfect. Thank you very much, Nicole, for the update. Is there anything else we could help you with, or this case can be closed? 

The case can be closed.

Thank you

Der Fall kann geschlossen werden.

Danke

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Nicole, for your cooperation and 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