I won 400 euros 2 weeks ago. I've paid in several times. Always different. Either with online banking or with Paysafe. I went to pay out and immediately took photos of the documents I needed at the casino and sent them away. After 2 days I asked if everything was complete. I then found out that I had to submit this via email. Which I did immediately. Since then I have been receiving an email every day about the documents that are still missing. At first the address was a problem. When I registered I was living in another apartment. Then the deposit. I deposited with Paysafe on September 5th. They wanted a photo. I have sent a screenshot of the deposit confirmation that I received by email. Then they wanted a copy of the Paysafe account, with name and address, etc. But no screenshot. PDF ... when I did that I waited another two days. Then came the message that they needed photos from the bank card. Once again I sent them again plus current bank statements. Which were also a problem in the beginning. They didn't accept a screenshot. You wanted everything in this PDF file. So once again I sent a bank card and account statements, a current invoice, ID card, everything complete again to be really sure that nothing is missing. Today I received an email again, my account number is incorrect. I used to deposit with a different account number. I said I changed banks in March. Therefore a new account number. But I have probably already paid into the casino with the new bank details. Apparently that wasn't a problem. Now I should go to the bank and have a certificate issued that my old bank account has been canceled. This has been going on for two weeks. When I send you the documents you need, you will think of a new chic one. I don't know what my bank draft 6 months ago has to do with my profit. I sent everything they asked for. It has been going on for two weeks.

Mfg Simone H ******

Ich habe vor 2 Wochen 400 Euro gewonnen. Ich habe schon mehrmals einbezahlt. Immer verschieden. Entweder mit online Banking oder mit Paysafe. Ich ging auf Auszahlung und habe im Casino sofort meine ben?tigten Unterlagen abfotografiert und weggeschickt. Nach 2 Tagen fragte ich nach ob alles vollst?ndig sei. Ich erfuhr dann das ich das per Mail einreichen muss. Was ich auch dann sofort tat. Seit da bekomme ich t?glich eine Email was noch fehlt an Unterlagen. Zuerst war die Adresse ein Problem. Als ich mich registriert habe wohnte ich noch in einer anderen Wohnung. Dann die Einzahlung. Ich habe am 5 September einbezahlt mit Paysafe. Sie wollten ein Foto. Ich habe ein Screenshot geschickt von der Einzahlungsbest?tigung die ich per Mail erhalten habe. Dann wollten sie von Paysafe Konto eine Kopie, mit Name Adresse usw. Aber kein Screenshot. PDF...als ich das erledigt hatte wartete ich wieder zwei Tage. Dann kam die Nachricht sie br?uchten Fotos von der Bankkarte. Zum wiederholten male schickte ich diese wieder plus aktuelle Kontoauszüge. Die anfangs auch ein Problem waren. Sie aktzeptierten keinen Screenshot. Sie wollten alles in diesem PDF Datei. Also zum wiederholten Male schickte ich Bankkarte und Kontoauszüge.aktuelle Rechnung Personalausweis, wieder alles komplett um auch wirklich sicher zu sein das nichts mehr fehlt. Heute habe ich wieder eine Email erhalten,meine Kontonummer stimmt nicht. Ich habe früher mit einer anderen Kontonummer einbezahlt. Ich sagte ich habe im M?rz die Bank gewechselt. Deswegen eine neue Kontonummer. Ich habe aber bestimmt schon mit der neuen Bankverbindung auch schon im Casino einbezahlt. Das war anscheinend kein Problem. Jetzt soll ich zur Bank gehen und eine Bescheinigung ausstellen lassen das mein altes Bankkonto aufgel?st ist. So geht das seit zwei Wochen. Wenn ich die Unterlagen die sie ben?tigen schicke f?llt ihnen eine neue schickane ein. Ich wei? nicht was mein Bankwechsel vor 6;Monaten mit meinem Gewinn zu tun hat. Alles was sie verlangt haben,habe ich geschickt. Seit zwei Wochen geht das so.

Mfg Simone H******

Dear Simone,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have accumulated your winnings with a No Deposit bonus?

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,

Petronela

I deposited with Paysafe. I sent in all the documents on the first day. For over 2 weeks I have been sending documents away again and again. It's all right. I've won several casinos, but I've never seen a procedure like this. Now it's supposed to be a problem that I changed banks 6 months ago. They want proof from my previous bank that my old bank account no longer exists. I documented the bank statements and the bank card from the new bank and sent them away. What does my bank draft have to do with my profit?

In the meantime I've won at other casinos. It didn't matter which bank. I am desperate. The problem is, once you have this document you will need more documents. It's chicane, nothing more. You didn't ask about the deposits !!

The money is taken very gladly. But they also have to expect that they have to be paid at times.

Mfg Simone

Ich habe mit Paysafe einbezahlt. Ich habe schon am ersten Tag alle Unterlagen eingeschickt. Seit über 2 Wochen schicke ich immer wieder irgendwelche Dokumente weg. Es hat alles seine Richtigkeit. Ich habe schon in mehreren Casinos gewonnen, aber so eine Prozedur habe ich noch nie erlebt. Jetzt soll es ein Problem sein,das ich die Bank vor 6 Monaten gewechselt habe. Sie wollen von meiner vorherigen Bank einen Nachweis das mein altes Bankkonto nicht mehr existiert. Die Kontoauszüge und die Bankkarte von der neuen Bank habe ich alles dokumentiert und weg geschickt. Was hat mein Bankwechsel mit meinem Gewinn zu tun?

In der Zwischenzeit habe ich schon in anderen Casinos gewonnen. Es war egal welche Bank. Ich bin am verzweifeln. Das Problem ist, wenn sie dieses Dokument haben brauchen sie wieder weitere Dokumente. Es ist Schikane, nicht mehr. Bei den Einzahlungen fragte man nicht!!

Das Geld wird sehr gerne genommen. Diese müssen aber auch damit rechnen das auch mal bezahlt werden muss.

Mfg Simone

Thank you very much, Simi777, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Simi777,

I’m sorry to hear that you’re experiencing issues verifying your account. I’ll contact the casino and see if I can help.

I would like to invite Big5 Casino to join this conversation and participate in the resolution of Simi777’s complaint.

We would like to ask Big5 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Customer,

We apologise for the delayed answer. 

After checking your account we are more than happy to inform you that your account is now verified! This has been done on 28th of September, and the moment it has been verified we were also able to process your withdrawal request. This means that on the same day an order fr payment has been made towards your bank account and by this time you should have already received your winnings. We would kindly ask you to confirm us that you have received your winnings. 

Kind regards,

Big5asino complaints team 

Thank you, Big5 Casino team, for informing us. We’re glad to hear the good news.

Dear Simi777,

Could you please let us know whether you’ve received your winnings?

Dear Simi777,

Have you received your winnings? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will assume that the issue has been resolved.

In the meantime I have received the money. After 4 weeks back and forth. I contacted IBAS. After a month I got another email asking me to return some documents. A screenshot of the message I received from IBAS that they would accept my dispute was enough and my documents were complete. But 2 hours before they wanted documents that I had sent 4 weeks before. They want to delay the payment. Some give up at some point.

Inzwischen habe ich das Geld erhalten. Nach 4 Wochen hin und her. Ich habe IBAS kontaktiert. Nach einem Monat bekam ich nochmals eine E-Mail, ich sollte wieder irgendwelche Dokumente. Ein Screenshot von der Nachricht die ich von IBAS erhalten habe, das diese meinen Streitfall annehmen würden genügte und meine Dokumente waren komplett. 2 Stunden vorher wollten diese aber Dokumente die ich schon 4 Wochen vorher geschickt hatte. Diese wollen die Auszahlung hinauszuz?gern. Manche geben irgendwann auf.

Thank you, Simi777, for confirming and for using the Casino Guru resolution center. I’m sorry that the process was much more complicated than usual but I’m glad you’ve received your winnings. 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.

Best regards,

Andrej, www.kpvfaw.com