The Red Lion Casino - Играчът се мъчи да потвърди акаунта си.

Hi

My name is Stefan Ockert and I deposited 25 euros at the casino on February 24th, 2022 and won 600 euros after several emails, I sent my documents several times and they still haven't verified my account, so I haven't paid out my winnings to date and the casino is still asking me to send documents can you please help me further

Mfg Stefan O*****

Hallo

Mein name ist Stefan Ockert und habe bei dem casino am 24.02.2022 25 euro eingezahlt und 600 euro gewonnen nach mehreren Emails habe ich mehrere male meine Unterlagen hingeschickt und die haben mein Konto immer noch nicht verifiziert so das ich mir meinen Gewinn bis dato nicht auszahlen lassen kann und das casino mich immer noch auffordert Unterlagen hin zu schicken können sie mir bitte weiter helfen

Mfg Stefan O*****

Dear Stefano38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Would you be so kind as to clarify which documents have you provided so far? Could you please confirm that you provided all the required documents in the correct format and that they are of sufficient quality?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi

I have sent my documents to them several times.

Identity card, account card, electricity bill and bank statements as a pdf file, they now ask me to send my documents to them again.

Mfg Stefan O***

Hallo

Ich habe mehere male meine Unterlagen zu denen hingeschickt.

Personalausweis Kontokarte Stromrechnung sowie Kontoauszüge als pdf datei jetzt fordern die mich auf meine Unterlagen nochmals zu denen hin zu schicken.

Mfg Stefan O***

Thank you very much Stefano38 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

All right thank you and I hope so too

Alles klar danke ihnen und das hoffe ich auch

Good morning, I wanted to ask if you have achieved anything about the casino

Mfg Stefan O*****

Guten Morgen ich wollte mal fragen ob sie was erreicht haben wegen dem Casino

Mfg Stefan O*****

Hello, Stefano38,

I apologize for my delayed reply and I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite The Red Lion Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear The Red Lion Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account?

Thank you in advance for providing the information.

Good morning my account has been activated I'm just waiting for my payout for 4 days now

Guten Morgen mein konto wurde aktiviert ich warte jetzt nur noch auf meine Auszahlung seit 4 tagen

Dear Stefano38,

Good news! At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

Please let us know as soon as you receive the payment or in case of any updates.

Hi, I made the payout on May 22nd and still haven't seen the profit on my account and when I look at the casino, according to the site, the outstanding payout has been processed

Mfg Stefan O*****

Hi ich habe ja am 22.05 die Auszahlung getätigt und habe bis heute immer noch nicht den Gewinn auf meine konto zu sehen und wenn ich beim casino gucke ist laut seite die ausstehende Auszahlung bearbeitet

Mfg Stefan O*****

Hello, thank you for your efforts, the prize was credited to my bank account today

Mfg Stefan O*****

Schönen guten Tag ich bedanke mich für Ihre Bemühungen der gewinn wurde heute auf meinem Bankkonto gutgeschrieben

Mfg Stefan O*****

Thank you, Stefano38, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru