I won 230 and want to cash it out. I applied for it and it doesn't come. Instead, it was back on my player account after several days. I asked in chat and they said that I have to verify my account. I did this. Bank details and ID card sent to the address you gave me and stored in my account. I have done it 5 times now and each time it means they have not received anything. I then made a screen shot of the email sent. An employee said ok it had to be on it within 48 sdt. But nothing is booked back to the player account. Since then I am waiting for my money.

Ich habe 230 gewonnen und m?chte sie auszahlen lassen. Ich beantragte es und es kommt nicht. Stattdessen war es nach mehren Tagen zurück auf mein Spielerkonto. Ich habe im chat nachgefragt und sie sagten das ich mein Konto vertefiziren muss. Das habe ich getan. Bankdaten und Personalausweis an die Adresse geschickt die sie mir angegeben haben und in meinem Konto auch hinterlegt. Das habe ich jetzt schon das 5 mal gemacht und jedesmal hei?t es sie h?tten nichts bekommen. Habe dann ein screen shot gemacht von der gesendeten email. Ein Mitarbeiter sagte ok innerhalb 48 sdt musste es drauf sein. Aber nichts wieder zuruckgebucht aufs spielerkonto. Seid dem warte ich auf mein Geld.

Dear Elke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been provided with any list of required documents? I have checked with a Live chat agent where the required documents for the KYC need to be sent, and she referred me to [email protected]. Could you please confirm that the is the email address that you have used? How many days ago you have started the account verification?

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. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, in correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 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

Thank you very much Elke for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Hello Elke,

I am very sorry to hear about your issue.

I would like to ask the casino where is the problem with Elke's verification.

Hello,

Our team has investigated the matter and what we can see is that the previous withdrawal requests were returned to the player’s balance due to an unverified address.

The prior document received (screenshot of an email) was not in the required format unfortunately. The payments team is still waiting for a complete copy of the player’s proof of address either in PDF, JPEG or PNG format.

After investigating, it seems that with the email service provider "t-online.de" we’ve experienced some issues with both, incoming and outgoing emails due to their spam blocks and potential virus alerts, which would explain any missing communications.

What we can see is that the player has been informed via live chat concerning the document criteria required in order to validate the account. In addition, we can suggest using the document upload function in ‘My Account’ section, and once completed, to contact Support via live chat to see on the spot whether the document meets the criteria.

We would like to thank the player for her patience with this matter.

Kind regards,

PiggyBang Team

I have sent identity card, invoice from insurance company with address and also my social security number. That must have arrived!

Ich habe personausweis, rechnung von Versicherung mit adresse und auch meine sozialversichertngsnr geschickt. Das musste ja nun mal angekommen sein!

Just to make it easier for both sides, is there any document you are still missing in order to verify the account? Just let us know so Elke can provide them asap and the withdrawal process can move forward.  

Hello,

the payments team has received a proof of address from the player however this was older than 3 months - dated Jan/Feb 2020. Documents dated >3 months would not be approved unfortunately. The player has been notified via email concerning the update.

We would kindly ask the player to provide the payments team with a clear and readable copy of any sort of utility bill, bank statement, mobile phone statement not older than three months, showing your name and address.

Photos taken with a mobile camera, tablet or laptop are acceptable as proof. these can be uploaded by selecting the ‘Documents’ section from ‘My account’ section.

Kind regards,

PiggyBang Team

Ich

Dear Elke,

Please be aware that your reply has not been published properly.

Hello,

We are not able to accept any documents through a 3rd party channel –

We’d like to advise the player in addition not to share personal documents publicly.

The player is required to upload the documents under the secure ‘My account’ section.

 Based on the player’s latest comment, we’d encourage her to contact the customer support via Live Chat for assistance with the matter.

Kind regards,

PiggyBang Team

Dear Elke,

We are not able to forward any documents, I am sorry but you need to upload the documents through your account. Try it via my account section and as per casino reply, I am sure live chat would be able to help you in case you will face any problem with that.

Dear Elke,

did you manage to upload requested documents? Please let us know so we can move this case further.

Done

Erledigt

Thank you for the update Elke. Please, let us know once you receive your withdrawal so we can hopefully close this complaint as resolved.

Dear Elke,

are there any news?

Yes there is money

Ja geld ist da

Thank you for the confirmation. We are glad the complaint got resolved.