Vinyl Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I am also trying to pay out my winnings, but unfortunately I am constantly asked to provide photos of my deposits for verification, which I have already uploaded several times. I also wrote to support to ask why my verification is taking so long, but no answer. I had won 5500 euros, of which I have already lost 4000 unfortunately.

I hope you can help me

Manuela K***

Auch ich versuche mein Gewinn auszahlen leider wird immer und immer wieder zur Verifizierung Fotos meiner Einzahlungen verlangt die ich schon mehre male Hochgeladen habe auch habe ich dem Support geschrieben warum meine Verifizierung so lange dauert keine Antwort ich hatte 5500euro gewonnen davon habe ich schon wider 4000 verspielt leider

Ich hoffe Sie können mir helfen

Manuela K***

Dear flanders,

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

• Do I understand correctly that verifying the deposit seems to be the only issue? Have you provided any other documents and have they all been approved?
• Have you provided all the required documents in the correct format as soon as possible?

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

I have submitted all other documents and have already written to support twice to ask if they need any other documents as they are asking for a transaction history again. I have now uploaded this to the casino 4 times and also sent it to support

Ich habe alle anderen Dokumente eingereicht und auch jetzt schon 2 mal den Support angeschrieben ob sie noch andere Dokumente brauchen da schon wider nach einem Transaktionsverlauf gefragt wird ich hab das jetzt schon 4 mal im casino hochgeladen und auch dem Support übermittelt

This is what is asked again and again

Danach wird gefragt und immer und immer wieder

Have you found out anything yet? I have already uploaded the PDF file with the payments x times, but a short time later I get the message that I should upload it again and the support has not responded even though I have already written to them x times.

Haben Sie schon was Erfahren ? Ich habe es jetzt schon X mal hochgeladen die PDF Datei mit mit den Einzahlungen aber kurze Zeit später kommt das ich es noch mal hochladen soll und der Support meldet sich auch nicht zurück obwohl ich sie schon x mal angeschrieben habe

Thank you very much for your reply, flanders. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you an email to this email address yesterday

kristina.s@casino.guru

LG Manuela K***(f***)

Ich habe Ihnen gestern eine Email auf diese Mail Adresse geschickt

kristina.s@casino.guru

LG Manuela K***(f***)

Thank you very much, flanders, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear flanders,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vinyl Casino representative to join this conversation.

Dear Vinyl Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

This has been on the verification page for days now and the support has not responded. I have to upload documents, which ones? It doesn't say

Das steht jetzt seit Tagen bei der Verifizierungsseite der Support meldet sich auch nicht zurück ich soll Dokumte Hochladen welche? Steht da nicht

Dear flanders,

As per checking your account we would want to inform you that among the three withdrawal request two were cancelled and used. Hence, we could only process one of the withdrawal request.

We can confirm that your withdrawal has been processed, and the money has been sent from our side on 9th of December 2024. The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We can see you have attempted another withdrawal request which is pending. We assure you we will try our best to process your withdrawal request at the earliest as possible. Please note that weekends and public holidays are excluded.

The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Vinyl Casino

Everything done thank you

Alles erledigt danke schön

Dear flanders,

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, 

Mirka

Casino.Guru