When making a payment, the error message appears that documents still have to be uploaded and verified.

However, all documents have already been uploaded.

There is no answer in the live chat and email support from Drückglück.

Bei einer Auszahlung kommt die Fehlermeldung, dass noch Dokumente hochzuladen und zu verifizieren sind.

Es sind aber bereits s?mtliche Dokumente hochgeladen.

Im Livechat und beim Emailsupport von Drückglück gibt es keine Antwort.

Hello bergsiek,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DrueckGlueck Casino DS. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

thank you for the fast feedback.

The verification process has been running since September 28th, 2022.

Proof of bank account, proof of address and passport have been uploaded.

There was no response from Drueckglueck to any of the documents.

I wrote many emails to Drueckglueck and also used the live chat.

Unfortunately there was never an answer. I made my last attempt at the beginning of October via live chat; again there was no answer.

Best regards

Hallo Nick,

vielen Dank für die schnelle Rückmeldung.

Der Verifizerungsprozess l?uft seit dem 28.09.2022.

Es wurde ein Kontennachweis, Adressnachweis und der Reisepass hochgeladen.

Es gab zu keinem der Dokumente eine Rückmeldung von Drueckglueck.

Ich habe viele Mails an Drueckglueck geschrieben und auch den Livechat benutzt.

Es gab leider nie eine Antwort. Den letzten Versuch hatte ich Anfang Oktober per Livechat unternommen; auch hier gab es wieder keine Antwort.

viele Grü?e

Thank you bergsiek for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bergsiek

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

We would like to invite DrueckGlueck Casino DE to join the conversation.

Dear DrueckGlueck Casino DE, 

Can you please provide some information regarding the long delay in the player's verification?

Dear bergsiek

I was contacted by the casino representative and they informed me, that they still need the missing requested information on Credit Card**8517 from you. The casino support has sent you a new e-mail explaining also that you have an active Bonus which will also prevent you from withdrawing.

So once you provide this to the casino and either cancel the bonus or finish the bonus wagering, you should be able to finish the verification process and submit a withdrawal request.

Please let me know when you do so.

Dear Michael,

Thanks for the answer.

I just uploaded the credit card again.

Unfortunately, I did not receive an email from the support about the active bonus.

Support doesn't answer my emails either. I have read on various portals that support is currently not staffed and is not answering.

Unfortunately, the bonus can only be canceled via support, which I cannot reach.

Could you possibly cancel the bonus for me? You will receive a response from support to your messages.

Maybe then I can make the payment afterwards.

Many thanks and best regards

Lieber Michal,

danke für die Antwort.

Die Kreditkarte habe ich gerade erneut hochgeladen.

Leider habe ich von dem Support keine Mail zum aktiven Bonus erhalten.

Der Support antwortet auch nicht auf meine Mails. Ich habe in verschiedenen Portalen gelesen, dass der Support aktuell nicht besetzt ist und nicht antwortet.

Der Bonus l?sst sich leider nur über den Support stornieren, den ich nicht erreichen kann.

K?nnten Sie eventuell den Bonus für mich stornieren? Auf Ihre Nachrichten erhalten Sie ja eine Antwort vom Support.

Vielleicht kann ich dann danach ja die Auszahlung vornehmen.

Besten Dank und viele Grü?e

Dear bergsiek

I was informed that this was sent to you via email (I will leave it in the original German language)

"Dear Mr Bergsiek,

I am writing to you regarding the inquiry about CasinoGuru.

In order to make withdrawals in the future, the account must be verified. To verify the account, you can upload the following documents:

1. The credit card**8517 . Please cover the 8 number in the middle and upload the card like this?

You will find helpful tips on the following link: https://www.xn--drckglck-75ae.de/dokumente-hochladen/

You can find the direct link to upload the documents here: https://www.xn--drckglck-75ae.de/?dl=docs

You can actually see how many points you need to convert into your account through your account. You click Personal Area - Cash Management - Active Bonuses. In order to request a withdrawal you must first convert any active bonuses that you have in your account. And you wager a bonus by redeeming it x60 the amount.

You have already collected 17.59 points out of 534.

You receive 0.5 points for every euro wagered, whether you win or lose on the spin, or with real money or bonus credit.

You can wager your bonus on all slot machines. Before you open a game you can press the "i" in the top right corner and if there is a bonus game it means that you can use your bonus balance in the game. Game examples would be Book of Dead, Spinning Wilds, THOR and many others. "

Have you received this email? You have provided this email [email protected] to us, is this the same email that you have used for registration in DrueckGlueck Casino DE?

Dear bergsiek

I was informed that this was sent to you via email (I will leave it in the original German language)

"Sehr geehrter Herr Bergsiek, 

ich schreibe Ihnen bezüglich der Anfrage über CasinoGuru. 

Um Auszahlungen in der Zukunft zu t?tigen, muss das Konto verifiziert sein. Um das Konto zu verifizieren, k?nnen Sie die folgende Dokumente hochladen:

1. Die Kredit Karte**8517 . Bitte die 8 Nummer in der Mitte verdecken und die Karte so hochladen? 

Sie finden hilfreiche Tipps auf den folgenden Link:?https://www.xn--drckglck-75ae.de/dokumente-hochladen/ 

Den direkten Link um die Dokumente hochzuladen finden Sie hier: https://www.xn--drckglck-75ae.de/?dl=docs  

Sie k?nnen tats?chlich sehen, wie viele Punkte Sie ben?tigen, um über Ihr Konto in Ihr Konto zu konvertieren. Sie klicken auf Pers?nliche Bereich- Cash Management - Aktive Boni. Um eine Auszahlung zu beantragen, müssen Sie zuerst alle aktiven Boni umwandeln, die Sie auf Ihrem Konto haben. Und Sie setzen einen Bonus, indem Sie ihn x60 des Betrags einl?sen. 

Sie haben schon 17.59 Punkte von 534 gesammelt.

Sie erhalten für jeden eingesetzten Euro 0,5 Punkte, unabh?ngig davon, ob Sie bei der Drehung gewonnen oder verloren haben, oder mit Echtgeld oder Bonusguthaben. 

Sie k?nnen Ihren Bonus in allen Spielautomaten umsetzen. Bevor Sie ein Spiel aufmachen k?nnen Sie auf "i" rechts oben drücken und wenn da Bonusspiel zu sehen ist, bedeutet dies das Sie Ihr Bonusguthaben in dem Spiel verwenden k?nnen.  Spielbeispiele w?ren Book of Dead, Spinning Wilds, THOR und viele andere. "

Have you received this email? You have provided this email [email protected] to us, is this the same email that you have used for registration in DrueckGlueck Casino DE?

Dear Michal,

thanks for your answer.

Now everything is ok:

Drueckglueck verified all my documents including the credit card.

I played the bonus up to the end and ended with € 170.

I made a successcul payout of this amount of money on my credit card.

Now everything is ok! Thanks a lot for your help.

Just one last point:

I did not get any mail from Drueckglueck; maybe they have a problem with their emailserver.

My email is correct. This is the same Email I used for registration at Drueckglueck and at Casinoguru.

Kind Regards

Dear Michael,

Thanks for your answer.

Now everything is good:

Drueckglueck checked all my documents, including the credit card.

I played the bonus to the end and ended up with €170.

I have successfully withdrawn this amount of money to my credit card.

Now everything is good! Thank you for your help.

Just one last point:

I didn't get any email from Drueckglueck; Maybe they have a problem with their email server.

My email is correct. This is the same email I used to register with Drueckglueck and Casinoguru.

With best wishes

Lieber Michal,

Danke für deine Antwort.

Jetzt ist alles gut:

Drueckglueck überprüfte alle meine Dokumente, einschlie?lich der Kreditkarte.

Ich habe den Bonus bis zum Ende gespielt und bin bei 170 € gelandet.

Ich habe diesen Geldbetrag erfolgreich auf meine Kreditkarte ausgezahlt.

Jetzt ist alles gut! Vielen dank für Deine Hilfe.

Nur noch ein letzter Punkt:

Von Drueckglueck habe ich keine Email bekommen; Vielleicht haben sie ein Problem mit ihrem E-Mail-Server.

Meine E-Mail ist korrekt. Dies ist dieselbe E-Mail, die ich für die Registrierung bei Drueckglueck und bei Casinoguru verwendet habe.

Mit freundlichen Grü?e

Great news, bergsiek. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal