FS Casino - La verificación de retiro del jugador se retrasa.

Hello, I received an email today asking me to verify my account, which I was able to do without any problems and which I did today. I made a mistake on my last withdrawal request by entering my wife's first name, which has absolutely nothing to do with the app, and now I'm supposed to verify her information. I've chatted with customer service several times, but even after my documents have been received and checked, they still ask for my wife's information. If she finds out I'm gambling for money again, I'm afraid she'll get a divorce. Can you help me?

Hallo Ich habe Heute eine E-Mail bekommen das ich mein Konto verifizieren soll, was ich ohne Probleme kann und heute auch gemacht habe. Den mir ist bei der letzten Auszahlungs Anfrage der Fehler unterlaufen das ich den Vornamen meiner Frau eingetragen habe die abzulut nichts mit der App zutun hat und nun soll ich ihre Daten verifizieren. Ich habe mehrmals mit dem Kundenservice gechattet aber es werden auch nach Eingang und Prüfung meiner Unterlagen die Daten meiner Frau verlangt.Wenn Sie mitbekommt das ich wieder um Geld spiele befürchte ich das sie sich scheiden lässt,könnt ihr mir helfen.

Dear theseeker1312,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you use a payment method registered in your name for both deposits and withdrawals?

I have checked the casino's terms and conditions and this is what I found:

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

6.4. If any of the information that you provide to us is untrue, inaccurate, misleading or otherwise incomplete, you will be in breach of contract and we reserve the right to terminate your account immediately and prevent you from using the services, in addition to any other action that we may choose to take.

Unfortunately, if incorrect information was provided, we may not be able to resolve this issue, as the casino is likely adhering to its policies to ensure fairness and security for all players.

Best regards,

Dominika

In the past, all transactions went through my account, but once I made the mistake of copying my wife's first name into the payout form, which is why I was asked to verify my account.

In der Vergangenheit liefen alle Transaktionen über mein Konto nur einmal ist mir der Fehler unterlaufen das ich den Vornamen meiner Frau in das Auszahlungs Formular reinkoppiert habe du deswegen kam die Aufforderung zur Verifizierung.

Dear theseeker1312, did you make a mistake only by entering your wife’s first name instead of your own, with the rest of the payment method details being from the payment method registered under your name?

Yes, only I had entered her name instead of my first name, otherwise all the information was the same.

Ja nur der anstelle meines Vornamen hatte ich ihren eingetragen sonst waren alle Angaben die selben.

Dear theseeker1312, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Have you tried explaining your mistake to them in detail? What was their response?

Additionally, could you share what specific information they are requesting about your wife?

Hello dear Casino Team,

I contacted Vulkan Bet support again over the weekend. I explained again specifically that my wife has nothing to do with my account and that I had contacted Casino Guru, and lo and behold, the payout was transferred yesterday. Thank you for your help.

Hallo liebes Casino Team,

Ich hatte am Wochenende nochmal Kontakt mit dem Support von Vulkan Bet.Ich habe nochmal konkret geschildert das Meine Frau nichts mit meinem Konto zu tun hat auch das ich mich an Casino Guru gewendet habe und siehe da die Auszahlung wurde Gestern überwiesen.Danke an euch für eure Hilfe.

Dear theseeker1312,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru