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I deposited €100 and played with bonus. When the bonus was fully wagered, I was able to withdraw €1500.

The payment has not yet been made.

I should upload the usual data for verification and use it to verify ID, address and payment. I did that too.

My account was then closed and additional data was requested for verification. First, I should disclose my payment history from Mifinity for the last 3 months. Then I should disclose my bank statement for the last 3 months and also my payslips for the last 3 months.

But that doesn't seem to be enough either. Now my Skype ID is needed (although I don't use Skype) and is supposed to let me call Skype next week. The conversation should then take place in English, although unfortunately my English is not very good.

It seems I'm being scammed here. The casino is trying to unnecessarily lengthen the verification process, has already blocked my account and apparently does not want to pay out my winnings, although I have uploaded much more than a casino usually asks:

-ID (front and back)

-Selfie with ID

-Proof of address

-Proof of payment

- Salary slip of last 4 month

-statement of bank account (last 3 month)

Ich habe 100€ eingezahlt und mit Bonus gespielt. Als der Bonus fertig umgesetzt war, konnte ich 1500€ auszahlen.

Die Auszahlung ist bisher nicht erfolgt.

Ich sollte zur Verifikation die üblichen Daten hochladen und damit ID, Adresse und Zahlung verifizieren. Das habe ich auch gemacht.

Mein Konto wurde daraufhin geschlossen und es wurden weitere Daten für die Verifikation angefordert. Zunächst sollte ich meinen Zahlungsverlauf von Mifinity der letzten 3 Monate offenlegen. Dann sollte ich meinen Kontoauszug der letzten 3 Monate offenlegen und außerdem noch meine Gehaltsabrechnungen der letzten 3 Monate.

Das scheint aber auch nicht genug zu sein. Jetzt wird meine Skype ID benötigt (obwohl ich Skype nicht nutze) und soll mich dann nächste Woche über Skype anrufen lassen. Das Gespräch soll dann auf englisch stattfinden, wobei mein englisch leider nicht sehr gut ist.

Ich werde hier scheinbar betrogen. Das Casino versucht den Verifizierungsprozess unnötig in die Länge zu ziehen, hat mein Konto bereits gesperrt und möchte mir scheinbar meinen Gewinn nicht auszahlen, obwohl von mir wesentlich mehr hochgeladen wurde, als üblicher Weise ein Casino verlangt:

-ID (front and back)

-Selfie with ID

-Proof of adress

-Proof of payment

-Salary slip of last 4 month

-statement of bank account (last 3 month)

Dear Doedel14,

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. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it.

Please keep me updated and let me know how the call went. Thank you very much in advance.

Best regards,

Petronela

Dear Doedel14,

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.

Did everything work out and received my money - can be closed

Hat alles geklappt und habe mein Geld erhalten - kann geschlossen werden

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Doedel14, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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