Aussie Play Casino - Играчът се бори да завърши проверката на акаунта.

Hey Casino won't confirm my bank account so I can withdraw my winnings. I claimed a free bonus of €30 and recycled my winnings properly, after which I deposited money from my Revolut account, which is my Play Account, to the casino, but the casino bet that it cannot pay my winnings to that account because it is not physically located in Finland. After that, I sent the casino the confirmation form of my bank account located in Finland and my bank statement, the casino claims again and again that the account number is not correct, which is clearly correct, it is shown in the bank statement I submitted. This has been going on for a month, over and over again they ask me to provide the correct account number and confirmation form for my account in Finland, this is intentional because my account information is correct. This is still going on. I sent an inquiry to the casino that if you have problems confirming my bank account located in Finland, can I repatriate my winnings in bitcoin, no answer. I think this is a deliberate action on the Casino's part that they don't confirm my account, so I also can't withdraw my winnings that I originally won with bonus money. Very bad customer service and there is no more trust in this casino if the matter is not resolved fairly.

Hei Casino ei suostu vahvistamaan pankkitiliäni jotta voisin kotiuttaa voittoni. Lunastin ilmaisbonuksen 30€ ja kierrätin voittoni asianmukaisesti jonka jälkeen talletin Revolut tililtäni joka on pelitilini casinolle rahaa casino vetosi ettei voi maksaa voittojani tuolle tilille koska se ei sijaitse fyysisesti suomessa. Tämän jälkeen toimitin casinolle suomessa sijaitsevan pankkitilini vahvistuslomakkeen sekä tiliotteeni casino väittää yhä uudelleen ettei tilinumero ole oikea joka selvästi on oikea se näkyy toimittamassani tiliotteessa. Tätä on jatkunut jo kuukauden yhä uudelleen he pyytävät toimittamaan oikean tilinumeron ja vahvistuslomakkeen suomessa sijaitsevassa tilistäni tämä on tahallista sillä tilitietoni ovat oikein. Tätä jatkuu edelleen. Lähetin casinolle tiedustelun että mikäli teillä on ongelmia suomessa sijaitsevan pankkitilini vahvistamisessa voinko kotiuttaa voittoni bitcoinina ei mitään vastausta. Minusta tämä on aivan tahallista toimintaa casinon puolelta etteivät he vahvista tiliäni näin en myöskään pysty kotiuttamaan voittojani jotka alunperin voitin bonusrahalla. Erittäin huonoa asiakas palvelua ja luottamusta ei ole enää tähän casinoon mikäli asia ei ratkea oikeudenmukaisesti.

Dear maarith,

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 verifying your payment method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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

Hello, thank you for your answer, you understood exactly right, confirmation of my payment method is not possible, so the matter is not progressing slowly. I have submitted the necessary documents to confirm my identity at the Casino and I understand very well that the KYC process is very important, but I don't understand why the confirmation of my payment method is not successful and it is always claimed that my account number is not correct, it is correct when the bank statement shows the same numbers.

Hei kiitos vastauksestasi, ymmärsit aivan oikein maksutapani vahvistaminen ei onnistu joten asia ei etene laisinkaan. Olen toimittanut casinolla henkilöllisyyden vahvistamiseen tarvittavat asiakirjat ja ymmärrän hyvin että KYC prosessi on hyvin tärkeää mutta en ymmärrä miksei maksutapani vahvistus onnistu ja aina vedotaan ettei tilinumeroni ole oikein onhan se oikein kun pankin tiliotteella lukee samat numerot.

Thank you very much for your reply, maarith. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I sent you a private email regarding the casino.

Hei lähetin sinulle yksityisesti sähköpostia casinoon liittyen.

It has now been two months since I tried to withdraw my winnings from Aussie Play casino, I have to say that it is really difficult. First, a Finnish account number is not accepted and after that it is difficult to get a Bitcoin wallet address accepted. Really slow operation and contacting customer service does not produce any results. I am disappointed with the operation of this Casino. I hope things go faster for others.

Nyt on kulunut kaksi kuukautta siitä kun olen yrittänyt kotiuttaa voittojani Aussie Play casinolta, täytyy todeta että on todella vaikeaa. Ensin ei hyväksytä suomalaista tilinumeroa ja sen jälkeen on vaikea saada hyväksytyksi bitcoin lompakko osoitetta. Todella hidasta toimintaa ja asiakaspalveluun yhteyden ottaminen ei tuota mitään tulosta. Olen pettynyt tämän casinon toimintaan. Toivottavasti muiden kohdalla asiat sujuvat nopeammin.

Thank you very much, maarith, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear maarith,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Aussie Play Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks Stefan

With kind regards, Maarit H

Kiitos Stefan

Ystävällisin terveisin Maarit H

Status update

Aussie Play has responded to my inquiry regarding my withdrawal method and stated that I can withdraw my winnings, however they still accept my withdrawal method and - my request.

So the matter has now moved forward, however, I will only be satisfied when I have successfully cashed out my winnings. The withdrawal request is pending.

Tilannepäivitys

Aussie Play on vastannut tiedusteluuni nostotapani suhteen ja ilmoittaneet että voin nostaa voittoni, he kuitenkin vielä hyväksyvät nostotapani sekä - pyyntöni.

Eli asia on edennyt nyt eteenpäin olen kuitenkin tyytyväinen vasta kun olen onnistuneesti kotiuttanut voittoni. Nosto pyyntö on vireillä.

Hi maarith,

Hope you are doing well.

We've been in touch with the Billing team in regards to the aforementioned issue.

As we were told, the payout will be approved tomorrow so you should get your winnings soon. Thank you for your patience and understanding.

Let me inform you that the Bank account that you provided was registered in Lithuania which is in the list of restricted countries to enter the casino brand. That's why it took more time than expected to approve your account information.

Regards,

Aussie Play Casino Team

Ok, that's fine, thanks for your notice.

regards

Maarit H

Ok asia kunnossa kiitos ilmoituksestanne.

Ystävällisin terveisin

Maarit H

Dear Maartih,

Please let me know once you receive the payment. Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Hello, thank you to all the cooperation partners for your help, I have now successfully withdrawn my winnings from AussiePlay casino. This case can be closed on my behalf it has been successfully resolved.

regards

Maarit H

Hei kiitos kaikille yhteistyö kumppaneille avustanne olen nyt onnistuneesti kotiuttanut voittoni AussiePlay casinolta. Tämä tapaus voidaan puolestani sulkea se on ratkaistu onnistuneesti.

Ystävällisin terveisin

Maarit H

Dear maarith,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Stefan