Casino Intense - Der Spieler hat Probleme, die Kontobestätigung abzuschließen.

The casino requires a ton of documents that I have all submitted. After more than a week, one document was rejected and the other documents accepted at the same time. The photo is said to be out of focus, but all documents were taken in the same minute with the same smartphone. Here it can only be an excuse to prevent payment. I have made my deposit and tested the casino, now would like to withdraw the same amount again, unfortunately I have the feeling that I am being harassed here.

Das Casino verlangt eine Unmenge an Dokumente, die ich alle eingereicht habe. Nach über einer Woche wurde ein Dokument abgelehnt und die anderen Dokumente zeitgleich akzeptiert. Das Foto wäre angeblich unscharf, allerdings wurden alle Dokumente in der gleichen Minute mit dem gleichen Smartphone aufgenommen. Hier kann es sich lediglich um einen Vorwand halten um eine Auszahlung zu verhindern. Ich habe meine Einzahlung umgesetzt und das Casino getestet, nun würde den gleichen Betrag nun gerne wieder Auszahlen, leider habe ich hier das Gefühl schikaniert zu werden.

Dear Tom,

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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Tom,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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

The player can reopen this complaint anytime.