El Royale Casino - Der Spieler hat Probleme, die KYC-Überprüfung abzuschließen.

I have sent the required documents several times. The withdrawal was never approved. They were also sent back illegible although everything was fine with me. PDF files have to be edited, which is impossible for many. I could, but the files were edited and sent back on the grounds that nothing could be read. The customer tries to keep them busy until he gives up at some point. Always did everything they wanted and then I should do it over and over again.

Ich habe mehrmals die erforderlichen Unterlagen gesendet. Die Auszahlung wurde nie genehmigt. Sie wurden auch unleserlich zurück geschickt obwohl bei mir alles in Ordnung war. PDF Dateien müssen bearbeitet werden was für viele unmöglich ist. Ich konnte es, aber die Dateien wurden bearbeitet und zurückgesendet mit der Begründung man könnte nichts lesen. Hier wird so lange versucht den Kunden zu beschäftigen bis er irgendwann aufgibt. Habe immer alles getan was sie wollten und dann sollte ich es immer und immer wieder tun.

Dear Stefan,

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.

Could you please advise how many days ago you have started the verification process? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Stefan,

I have checked your gaming account with the casino representative and have been informed that required documents have been received and accepted back in June. According to casino's T&C after the first deposit the purchase confirmation is required to be conducted over the phone. As the account details haven't been confirmed, the Billing department wasn't able to finalize validation of gaming account and informed the client about it on July 1st via email. In order to complete your account validation - please contact Customer Care anytime as they're available 24/7.

Regards,

El Royale Casino Team

Thank you very much, El Royale Casino, for your prompt reply.

Stefan, please keep me updated after you’ll contact the Customer Care. I will be waiting for good news patiently. 

Dear Stefan,

Have you contacted the Customer Care? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Oh, sorry that I didn't answer right away. I now had this call to confirm my identity. That worked, so she said it will now take a few days until the documents are checked again. I just don't hope that it means that the documents will not be accepted again. You've been accepted before, that's right. But in another later email it suddenly said they were not accepted after all. I can only wait now. Apparently they only got mixed up at the time because different people were working on the case. Well, thank you Petronela for the effort.

Oh, Entschuldigung das ich nicht gleich geantwortet habe. Habe jetzt diesen Anruf gehabt um meine Identität zu bestätigen. Das hat geklappt, also Sie meinte es dauert jetzt noch ein paar Tage bis die Unterlagen nochmal gecheckt werden. Ich hoffe nur nicht,dass es jetzt wieder heißt das die Unterlagen nicht akzeptiert werden. Sie wurden schonmal akzeptiert, das ist richtig. Aber in einer anderen späteren E-Mail hieß es dann plötzlich sie wurden doch nicht akzeptiert. Ich kann jetzt nur abwarten. Scheinbar sind sie damals nur durcheinander gekommen weil verschiedene Leute den Fall bearbeitet haben. Naja, jedenfalls danke Petronela für die Mühe.

Thank you very much, Stefan, for the update. Absolutely no reason to apologize. I will leave this complaint opened until your further confirmation regarding successful account verification. 

Nothing has changed yet, the withdrawal is still not allowed. She said it'll probably take 2 days. I'll get in touch again if it worked. Here the people from the casino wrote that the documents were accepted and the call for identification was supposedly successful.

Noch hat sich nichts geändert, die Auszahlung ist noch immer nicht erlaubt. Sie sagte es dauert wahrscheinlich 2 Tage. Ich melde mich dann nochmal wenn es geklappt hat. Hier haben die Leute vom Casino ja geschrieben das die Dokumente akzeptiert wurden und der Anruf zur Identifizierung war angeblich auch erfolgreich.

Dear Stefan,

I will set the timer for additional 4 days and if you don’t succeed to withdraw your winnings by then we will intervene. Thank you very much for your patience. 

OK. I'll get back to you in 3 days. It still doesn't work today. If I contact the casino now, I should definitely send the documents again and it will probably not work anyway. 😒

Ok. Ich melde mich dann in 3 Tagen nochmal. Es geht heute immernoch nicht. Wenn ich mich jetzt beim Casino melden würde soll ich bestimmt wieder nochmal die Dokumente senden und es wird wahrscheinlich dann trotzdem nicht gehen. 😒

Hello Petronela, the payment is not possible today either and it will certainly not work tomorrow. How can you help me there? Greetings, Stefan

Hallo Petronela, es geht leider auch heute nicht mit der Auszahlung und es wird ganz sicher auch morgen nicht gehen. Wie können Sie mir denn da helfen? Grüße, Stefan

Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stefan,

I looked at your complaint and will do my best to help you. I would like to invite El Royale Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Dear Stefan,

I have checked your gaming account together with the casino representative and have been informed that account details have indeed been confirmed over the phone, though as the Billing Department hasn't been contacted with an update on the matter, there might have been a short delay. As for now we've received a confirmation that your account is fully set up for withdrawal and you're welcome to request your first payout.

Regards,

El Royale Casino Team

Payout was now possible but nothing has arrived yet. I paid out right away, 4, almost 5 days ago. Da stood within 3 days with the selected payment method. It's not really fun like that.

Auszahlung war nun möglich aber es kam noch nichts an. Habe gleich, vor 4, fast 5 Tagen ausgezahlt. Da stand within 3 days mit der gewählten Auszahlungsmethode. Es macht so keinen wirklichen Spaß.

Dear Casino,

what is the problem with player's withdrawal now?

All good. Money is there. I am satisfied, thanks for the help. It probably came halfway on time. I read in the information on the homepage that it takes 3 business days. Then it came just in time. Thank you so much!

Alles gut. Geld ist da. Bin zufrieden, danke für die Hilfe. Es ist wohl doch noch halbwegs pünktlich gekommen. Habe in den Infos auf der Homepage gelesen das es 3 business days dauert. Dann ist es ja gerade noch rechzeitig gekommen. Vielen dank!

Dear Stefan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru