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Hello, They don't want to return my deposited money of 100 euros, they require a German document for verification, I explained to them that I don't have a German document and they won't give me a residence permit document anymore, I only provided my Ukrainian identity, the rest of the documents were all correct, Can you please tell me to return my deposited money

Здрастуйте, Они не хотят вернуть мои деньги депозитни 100 евро , требуют документ Германии для верификации, я им объяснил что у меня нету документа немецкого и не дають больше документа на вид на жительства, Только Украини я предоставиль свою личность остальние документы всё подошли, Можете пожалуйста сказать пусть мои деньги депозитни вернуть

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Dear koselapavlo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Could you please clarify whether you want to withdraw your winnings or do you want a refund of your deposit?

Did you wager or play any of your €100 deposit before requesting a withdrawal?

Hello, I would like to at least return my deposit, not my winnings. I placed a bet of 100 euros on sports with odds of 1.15. The total amount was 115 euros. I cannot provide a document, I don’t have one, and I can’t see a German document. I ask that my deposit be returned.

Здравствуйте, хотя-бы депозит чтобы вернули, а не виграш, я ставил 100 евро на спорт 1.15кф, Загальна сумма 115 евро, Я не представлю документ, у меня нету, и не видадуть документ немецкого, прошу чтобы вернули мои деньги депозитни,

Did your €100 bet yield any winnings?

Unfortunately, we cannot help you with a refund of your deposit. Please understand that online casinos consider a chargeback (return of deposit) as fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used. This may also cause you problems in any other online casinos in the future since many casinos share information about players. If they see a chargeback on your account with another casino, they might assume you're a high risk, thinking you might do the same with them. To protect themselves, casinos often treat any chargeback history as potential fraud, even if it wasn’t related to their site.

We recommend complying with the casino's verification process.

They are not allowed to exchange information. This is my personal data, and the terms and conditions don't say anything like that. I won't pass verification because I don't have the document they're asking for. They're asking for my German ID, but I have a Ukrainian ID, which doesn't work for them. What should I do? And what if my money is gone? I didn't think they had that kind of verification. Let them return my money.

Они не имеют права обмениваются информацию. Ето мои личные данные и условиях такое не пишет, Я не пройду верификацию, бо нету документ которого они просят, они просят личность свою предоставить немецкий, а у меня украинская личность продостпвлена, им не подходит, и что мне делать?и что мои деньги пропали???? Я не думал что у них такая верификация , пусть вернуть мои деньги

Other casinos don't require such verification. I provided my ID, no problem. But here I want a German ID, which I'm not given in Germany, and I won't have one. This isn't a scam, I just can't provide the document, it's not there.

Другие Казино Не требует такую верификацию, личность свою предоставил нет проблем, а здесь хочуть немецка личность, которое мне не дают у немецкому, и не будет, документа, ето не мошениство, просто я не могу предоставить документ его нету

Dear koselapavlo,

Thank you for your response.

We understand that you are a Ukrainian national currently residing in Germany and therefore cannot provide a German national ID. However, the casino is entitled to verify both your identity and your current country of residence as part of its KYC procedures.

As a Ukrainian national residing in Germany, you should normally have documentation confirming your legal right to reside in the country, such as a residence permit, temporary protection document, visa, or another document issued by the relevant German authorities. From our understanding, this is the type of documentation the casino requires rather than necessarily a German national identity card.

Unfortunately, we cannot ask the casino to bypass its verification requirements or return a deposit that has already been used for betting solely because the required verification cannot currently be completed. We therefore recommend contacting the casino and asking which alternative document confirming your legal residence in Germany they can accept.

Since we have no grounds to request that the casino waive its reasonable KYC requirements or refund the already wagered deposit, we will now close this complaint.

Thank you for your understanding.

Best regards,

Jean