BookofCasino - Der Spieler behauptet, dass sich die Auszahlung verzögert.

Hello,

Unfortunately, I have a problem with the aforementioned online casino. I successfully verified my personal data (name, address, etc.) but now the online casino is requesting proof for the accounts I used to make deposits. For my most recent deposit method, I was able to provide all the necessary documents. However, I have since deleted the virtual credit card that I used for previous deposits, and therefore cannot provide the requested proof. My payment provider cannot give me any proof that includes the card number and my name. They can only provide transaction lists with the deposits, my name, and address. The casino, however, continues to insist on these documents. How should I proceed? I would appreciate your support in this matter.

Guten Tag,

leider habe ich ein Problem mit dem oben genannten online Casino. Ich habe mich erfolgreich mit meinen persönlichen Daten verifiziert (Name, Adresse usw.) nun forderte das Online Casino Nachweise zu meinen Konten ab, mit denen ich eingezahlt habe. Zu meiner letzten Einzahlungsmethode konnte ich alles einreichen. Die virtuelle Kreditkarte die ich davor zur Einzahlung genutzt habe, habe ich allerdings bereits gelöscht, sodass ich die geforderten Nachweise nicht erbringen. Mein Zahlungsanbieter kann mir keinen Nachweis zur Verfügung stellen, aus dem die Kartennummer und mein Name hervorgehen. Es gibt nur Transaktionslisten, mit den Einzahlungen, meinem Namen und Adresse. Das Casino fordert jedoch weiterhin die Unterlagen ab. Wie kann ich hier vorgehen? Ich würde mich freuen, wenn Sie mich bei der Angelegenheit unterstützen.

Dear Jay37912,

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

The complaint can be closed because I cancelled the withdrawal request. Thank you.

Die Beschwerde kann geschlossen werden, da ich die Auszahlungsanfrage storniert habe. Vielen Dank.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.