Lady Aida Casino - Solicitud de retiro del jugador denegada.

My withdrawal is being denied on the grounds that the necessary documents were supposedly not submitted, despite my having entered everything. The site refuses to payout my funds and is withholding an amount of 100€.

Meine Auszahlung wird abgelehnt, da die erforderlichen Dokumente angeblich nicht eingereicht worden sind, obwohl ich alles eingegeben habe. Die Seite möchte mein Geld nicht auszahlen und behalten den Betrag von 100€ ein.

Dear DerSonntach01,

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 casinos take 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?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Ladies and Gentlemen

I have already uploaded and sent all documents but the payout is still being refused

Sehr geehrte Damen und Herren,

ich habe bereits alle Dokumente hochgeladen und geschickt jedoch wird die Auszahlung weiter abgelehnt

Thank you very much, DerSonntach01, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear DerSonntach01 ,

My name is Mirka, and I will be assisting you in solving this case. I will try to get in touch with LadyAida Casino representative and inform them about this complaint.

Best regards,

Mirka

Dear DerSonntach01,

I got a reply from LadyAida support, as you can see below.

Could you please check again, if you have submitted all of the mandatory documents?

Thank you.

Mirka

The casino still repeatedly refuses to pay me the money, despite me having sent all the documents several times (proof is available).

Das Casino weigert sich trotzdem wiederholt mir das Geld auszuzahlen, trotz das ich mehrfach alle Dokumente zugesendet habe( Beweise sind vorhanden).

Dear DerSonntach01,

Could you please provide a screenshot of transactions from your player account, and any other files, or screenshots, that would prove, that you submitted the documents, so we can communicate it clearer with the casino?

Thank You,

Mirka

Dear DerSonntach01,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.