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I've been waiting for 2 days for my documents to be checked, the so-called KYC procedure, I've uploaded everything that was requested but nothing happens, I hear the same answer from support every time "everything is there, your account will be verified very soon"

I won 3000€ and as I read you can only have it paid out in 500€ increments and that's probably going to take a while... when should I get my 3000€? December 2023? That's way too long!

Ich warte nun seid 2 Tagen auf die Überprüfung meiner Dokumente das sogenannte KYC Verfahren , ich habe alles hochgeladen was verlangt wurde aber es passiert nichts , vom Support höre ich jedes Mal die selbe Antwort „es ist alles vorhanden , ihr Konto wird sehr bald verifiziert"

Ich habe 3000€ gewonnen und wie ich lese kann man diese nur in 500€ Schritten auszahlen lassen und das zieht sich das dann wohl auch … wann soll ich meine 3000€ erhalten ? Dezember 2023? Das ist viel zu lange !

Dear Isco33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

4.2 WITHDRAWALS

4.2.1 At any time, You can decide to withdraw part or all Your funds from Your Account by selecting from the various options made available by Us. There is a general limit on withdrawals of five hundred Euros (€500) per user, per day, two thousand Euros (€2,000) per user, per week (excluded progressive jackpot winnings). Depending on the currency and on the chosen withdrawal option, certain transaction fees may apply. We will not charge any fees for withdrawals; However, You shall bear all costs for financial institutions or payment processor fees. Once all the available funds have been withdrawn, the player has the right to close his account if he wishes to do so.

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

Additionally, 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. 

Please let me know if this advice was helpful. Thank you in advance for your reply.

Best regards,

Petronela

It was clear to me that I would have to pay out the winnings in installments of €500 per day, so it's not really about that!

what bothers me is that the support tells me at the beginning that the verification of the KYC documents will take 1-2 days, but I'm beyond that now! But nobody gives me a concrete answer when I can expect the confirmation

Das ich den Gewinn in raten von jeweils 500€ pro Tag auszahlen muss war mir klar , darum geht es auch nicht so grob !

was mich stört ist das der Support mir am Anfang sagt die Überprüfung der Dokumente KYC dauert 1-2 Tage , da bin ich aber mittlerweile drüber hinaus ! Aber niemand gibt mir eine konkrete Antwort wann ich mit der Bestätigung rechnen kann

My account has just been verified!

I'm curious how the payouts in 500 € steps will work out

Gerade eben wurde mein Konto verifiziert!

ich bin gespannt wie es nun mit den Auszahlungen in 500€ Schritten klappt

First payment of 500€ has just been accepted, I'll report when it's actually in the bank account

Erste Zahlung von 500€ wurde eben akzeptiert , ich berichte wenn es wirklich auf dem Bankkonto eingegangen ist

I'm happy to hear that things are moving. Please keep me informed about any further developments. Thank you in advance.

Second payout of €500 was confirmed today, but no money has been received on the account, nor has the first payout from yesterday been booked, it remains exciting

Zweite Auszahlung von 500€ wurden heute bestätigt , aber noch kein geldeingang auf dem Konto auch die erste Auszahlung von gestern noch nicht verbucht worden , es bleibt spannend

To recieve money! case can be closed

Geld erhalten! Fall kann geschlossen werden

Dear Isco33,

We are pleased to inform you that your entire balance has been resolved and paid out in full. We apologise for any inconvenience caused by the delay due to system issues in the past couple of weeks.

We understand that waiting for your funds to be processed can be frustrating, and we want to assure you that we take our responsibility to provide timely and efficient service very seriously. We are continually working to improve our systems to ensure that such issues do not arise in the future.

We would like to thank you for choosing our casino, and we hope that you will continue to enjoy the wide range of games and services we have to offer. If you have any further questions or concerns, please do not hesitate to contact us.

Thank you again for your patience and understanding.

Best regards,

Spinpirate

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Isco33, 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