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Hello,

I have a problem: I need to verify my account to withdraw my winnings, but the withdrawal was made on a Saturday, and since banks don't work on weekends, the withdrawal won't be processed on September 5th but on Monday. The casino, however, requires the withdrawal to be made on September 5th, but my account shows September 7th, and the casino won't accept that.

Please help. Best regards, Ronald

Hallo,

und zwar habe ich ein Problem , ich muss mein Konto verifizieren um meinen Gewinn auszuzahlen , aber die Abbuchung erfolgte an einem Samstag und da Banken an Wochenenden nicht arbeiten wird die Abbuchung nicht 5.9 durchgeführt sondern am Montag , das Casino verlangt aber die Abbuchung vom 5.9 aber bei mir steht 7.9 dort , und das akzeptiert das Casino nicht.

Bitte um Hilfe . LG ronald

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Dear Roonzz,

Thank you very much for submitting your complaint.

To help me better understand the situation, could you please clarify the following:

When you mention the transaction required for verification, do you mean a withdrawal from the casino or a deposit/payment that the casino requires you to make as part of the verification process?

• Have you already submitted all the documents requested by the casino for your KYC verification?
• Could you please clarify why this particular transaction dated September 5 is required for your verification? Usually, KYC verification is completed before a withdrawal is processed, so I would like to better understand what exactly the casino is asking you to provide.
• Could you please send us a screenshot or copy of the casino's communication showing that they specifically require the transaction to be dated September 5 and that they rejected the document showing September 7?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Roonzz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla