DrueckGlueck Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Dear Sir or Madam

A few days ago I made a big profit at rückglück.de, without a bonus or anything like that.

For the payout I had to upload the credit cards used, the account had already been verified last year.

Then I received an email that some bank details should be verified, but without details.

I have written to support several times, but I have not received an answer. There is no reaction in the live chat, sporadically there is a meaningless answer and the message that everything is fine, but that bank details still have to be verified. I don't have to worry though, everything is fine.

I've been waiting for a response for days now, there's nothing in the live chat, and there's no response to my emails either.

I would be grateful for any support.

With kind regards

Elma's H***

Sehr geehrte Damen und Herren

Vor einigen Tagen habe ich bei drückglück.de einen grösseren Gewinn erzielt, ohne Bonus oder dergleichen.

Für die Auszahlung musste ich noch die verwendeten Kreditkarten hochladen, dass Konto war schon im letzten Jahr verifiziert worden.

Anschliessend erhielt ich eine Email, dass irgendwelche Bankdaten verifiziert werden sollten, jedoch ohne Detailangaben.

Ich habe mehrmals dem Support geschrieben, jedoch erhalte ich keine Antwort. Im Live-Chat kommt keine Reaktion, sporadisch kommt eine sinnlose Antwort und der Hinweis, dass alles gut sei, jedoch noch Bankdaten verifiziert werden müssen. Ich müsse mir jedoch keine Sorgen machen, dass sei alles in Ordnung.

Seit Tagen warte ich nun auf eine Rückmeldung, im Live-Chat kommt gar nichts mehr, auf meine Emails wird auch nicht reagiert.

Ich wäre Ihnen dankbar für jede Unterstützung.

Freundliche Grüsse

Elmas H***

Dear habibhaberler,

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

Could you please advise when exactly you sent your documents? Have you provided them as soon as possible and in the correct format?

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,

Kristina

Hi

Many thanks for the quick feedback. I uploaded the credit cards on June 24th, 2022, the other documents already last year, these were no longer required either.

I have a problem with not getting any feedback, not even in live chat. The website is also unavailable at times.

With kind regards

Elma's H***

Hallo

Besten Dank für die rasche Rückmeldung. Ich habe die Kreditkarten am 24.06.2022 hochgeladen, die anderen Dokumente bereits letztes Jahr, diese wurden auch nicht mehr verlangt.

Ich habe damit ein Problem, dass ich keinerlei Rückmeldung erhalte, auch nicht im Live-Chat. Zeitweise ist die Website auch nicht erreichbar.

Freundliche Grüsse

Elmas H***

I would like to add that I have set a cool-off period of 7 days for self-protection, since I could not pay out the remaining 5000. This was canceled after 3 days...

Hinzufügen möchte ich noch, dass ich eine cool-off periode über 7tage angesetzt habe zum selbstschutz, da ich die restlichen 5000 nicht auszahlen konnte. Diese wurde bereits nach 3 tagen wieder aufgehoben...

Thank you very much for your reply, habibhaberler. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Have you contacted the casino regarding the cool-off period issue? Have you received any explanation as to why was the cooling-off period canceled? Thank you in advance.

habibhaberler, I see you were informed that the casino has processed the withdrawal. If you have not received the withdrawal yet, let's give it a few more days. If there is no development by this Friday, let us know and we will try to contact the casino.

Dear habibhaberler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.