Stakes Casino - Die Auszahlung des Spielers verzögert sich aufgrund von Verifizierungsproblemen.

Hello, I submitted my documents for verification on Thursday, 12/11. According to the website, it should take no more than 48 hours, just like the withdrawals. I uploaded all the required documents, and even sent proof of my Skrill account via email. In the chat, I'm constantly being stalled and given excuses.

Unfortunately, after reading many negative reviews about the casino, I'm very worried about my money. In the chat, they always say that it will be paid out within 24 hours. I didn't use any bonuses, free spins, etc. Over two days, I won a total of 5889 euros with 50 euros, and I would really like to receive that money. Please help.

Hallo,ich habe am Donnerstag den 11.12 um meine Dokumente zur Verifizierung eingereicht.Laut der Homepage dauert es höchstens 48 Stunden,genauso wie die Auszahlungen.Ich habe alle erforderlichen Unterlagen hochgeladen,auch extra per Email den Nachweis vom Skrill Konto.Im Chat werde ich immer nur hingehalten und vertröstet.

Nachdem ich leider viele negativen Bewertungen über das Casino gelesen habe bin ich stark verunsicherr wegen meinem Geld.Im Chat heisst es immer nur das in höchstens 24 Stunden ausbezahlt ist.Ich habe keinen Bonus,Freispiele ect benutzt.Ich habe über 2 Tage mit 50 Euro ingesamt 5889 Euro gewonnen und das Geld hätte ich echt gerne.Bitte um Hilfe.

Dear Rasselbande2, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been checked and approved by the casino yet?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I was verified today after a long back and forth in the chat. However, my payout is unfortunately still outstanding and I have the feeling that they are just looking for reasons not to pay out

Icch wurde heute nach langem Hin und Her im Chat verifiziert.Jedoch ist meine Auszahlung leider noch immer ausständig und ich habe das Gefühl das nur nach Ursachen gesucht wird um nichr auszuzahlen

The 12000 euros were paid out, but according to the chat it suddenly says that only 2000 euros are paid out per week. I'm excited to see how it goes. I'll keep you updated.

Es wurden die 1 2000 Euro mal ausbezahlt,laut Chat heisst es plötzlich das pro Woche nur 2000 Euro ausbezahlt werden.Ich bin gespannt wie es weiter rennt.Ich halte euch auf dem laufenden.

Thank you for letting me know. I am glad to hear that you received at least a portion of your winnings.

Could you please specify how many pending withdrawal requests are currently in your account?

Have you received any additional winnings in the meantime?

Also, kindly share the conversation with customer support regarding the withdrawal limits. You can post the screenshots here, or you may forward the communication to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Everything has been paid out

Es ist alles ausgezahlt worden

Dear Rasselbande2,

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, 

Veronika Fritz 

Casino.Guru