The casino refuses to pay me out as they are demanding a proof of my deposit via Apple Pay. The evidence they require

must include the name of the casino, the deposit amount, date, IBAN number, and name of the account holder who made the deposit.

However, such detailed information is not obtainable with Apple Pay. You can only see the transaction in your Wallet, where it only shows the recipient's name and the amount. The support team is also unable to provide any further assistance.

Moreover, the winning amount of 400€ was not even made through this deposit but with Giropay. Yet, BetAndPlay still insists on proof from Apple Pay, which doesn't make sense at all.

Das Casino m?chte mir das Geld nicht auszahlen da sie einen Nachweis über die Einzahlung mit applay wollen in dem Nachweise

aus dem der Name des Casinos, der Einzahlungsbetrag, das Datum, die IBAN-Nummer und der Name des Kontoinhabers, von dem die Einzahlung get?tigt wurde sichtbar ist

Jedoch ist dies bei applepay nicht m?glich man kann nur über Wallet die Transaktion sehen in dieswr ist aber nur der Empf?nger Name sowie der Betrag sichtbar der Support kann ebenfalls nicht weiterhelfen.

Ebenfalls ist der Gewinn mit dem 400€ gar nicht mit dieser Einzahlung erfolgt sondern mit giropay dennoch verlangt betandplay einen Nachweis von applepay was gar keinen Sinn ergibt.

Dear smurfpetar,

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 take KYC lightly and it might take a few working days to complete. Casinos have the right to verify every payment used in the casino.

• Have you submitted the information available to you from Apple Pay to the casino, but it wasn't accepted?
• Have you submitted verification of your deposits made via Giropay as well?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Thank you very much, smurfpetar, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected])  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.  

The case was solved after much back and forth the money was paid out

Der Fall wurde gel?st nach vielem hin und her wurde das Geld ausgezahlt

Thank you, smurfpetar, for confirming and for using the Casino Guru complaint resolution center. I’m 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.

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.