Casiqo Casino - 選手の撤退は検証の問題に直面している。

Hello,

I requested a payout of 2000 Euros at the "Casiqo" casino.

I deposited using bank transfer and skrill payment methods.

For verification, I provided

identification card,

the last two bank statements from the past two months,

proof of address,

proof of Skrill (a screenshot with personal information),

photo of both sides of the bank card.

However, the casino still requires additional documents that have already been uploaded. The support team isn't very helpful, they simply refer me to the rejection emails. But these emails contain information that points to documents I have already uploaded.

This involves 2000 Euros.

I did not play with bonus money.

Is it possible for you to make contact on this issue?

Thank you very much

Best Regards

Nick

Hallo,

im casino «Casiqo wurden 2000 Euro zur Auszahlung beantragt.

es wurde mit den payment methods bank transfer und skrill eingezahlt.

zur Verifizierung wurden

personalausweis

die letzten beiden Kontoauszüge der letzten beiden Monate

adressnachweis

skrillnachweis ( Screenshot mit persönlichen Daten )

foto von bankkarte vor und Rückseite

das Casino benötigt jedoch weiterhin weitere Dokumente, die bereits geuploaded wurden. Der Support kann mir nichts sagen sondern verweist auf ablehnungsemails. In den emails stehen aber Informationen, die auf Dokumente verweisen, die bereits hochgeladen sind.

es geht um 2000 Euro.

es ist nicht mit bonusgeld gespielt worden.

Besteht hier die Möglichkeit auf Kontaktaufnahme durch Sie ?

vielen Dank

Mit freundlichen Grüßen

Nick

Hello Skylame7x,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casiqo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello,

The verification process has been running since September 14th, 2023.

The identity card, proof of address and bank statement from September were approved. (Deposits were made in that month so that the name, account number and transaction number can be seen.)

I am in daily contact with support.

They would like me to provide proof of the deposit for the X time. However, this proof is already available and has been approved.

I don't understand what the problem is. Support only sends standard answers without going into the matter in more detail.

the casino fails to tell me what needs to be uploaded to receive payment.

Thank you for the effort

Nick

Hallo,

der verifizierungsprozess läuft seit dem 14.09.23.

genehmigt wurde der Personalausweis, der adressnachweis und der Kontoauszug aus September.( in dem Monat wurden Einzahlungen getätigt, sodass der Name, Kontonummer und transactionsnummer ersichtlich ist. )

Ich stehe täglich im Kontakt mit dem Support.

Man möchte von mir zum X Mal einen Nachweis über die Einzahlung. Dieser Nachweis liegt aber bereits vor und wurde genehmigt.

Ich verstehe nicht worin die Problematik liegt. Der Support verschickt nur Standardantworten ohne auf den Sachverhalt genauer einzugehen.

das Casino schafft es nicht mir mitzuteilen, was geuploaded werden muss um die Zahlung zu erhalten.

vielen Dank für die Mühe

Nick

Hi Nick

I hope you are well.

I am writing regarding your withdrawal query. Kindly note that according to our licence requirements, all the payment methods registered in the account must be verified. In order to proceed with your cashout request, please upload proof of deposit for all payment methods used for depositing. Please note that proof of deposit should show a transaction to us, your name and bank account number. Kindly upload it here : https://www.casiqo.com/en/account/documents

Please do not hesitate to contact us should you require any further assistance. Our support team works 24/7. We are always glad to assist you! Have a great day!

Best wishes,

Raven

Customer Support Team

das ist die Nachricht vom Support.

der Nachweis ist aber schon hochgeladen und akzeptiert worden und man kann mir nicht sagen warum man diesen Nachweis nochmal anfordert.

Hello Skylame7x,

The screenshot clearly shows that the bank cards are still missing to be uploaded or if there were used multiple ones, not all of them have been verified yet. Please try to submit the card/s again and let us know the outcome.

Hello Skylame7x,

We apologize for answering in English.

Thank you for reaching out to us and bringing your concerns to our attention. We appreciate your patience and would like to address the issues you faced regarding the withdrawal of your funds.

Upon reviewing your account and the provided information, it appears that the screenshot from the Paysafecard you uploaded on October 3rd did not contain the correct details of your e-wallet, which our team required for verification. This mismatch in the provided information led to the delay and rejection of your withdrawal request.

We have thoroughly investigated the matter, and we can confirm that your most recent withdrawal has been successfully processed. We understand the importance of timely and hassle-free transactions, and we sincerely apologize for any inconvenience caused during this process.

Moving forward, we kindly request that you ensure the accuracy of the details you provide, especially when uploading documents related to your withdrawals. This will help us process your requests more efficiently, ensuring that your future withdrawals are completed without unnecessary delays.

Once again, we appreciate your understanding and cooperation. If you have any further questions or concerns, please do not hesitate to contact our support team. We are here to assist you and make your experience with us as smooth as possible.

Sincerely, Casiqo Casino

Dear Skylame7x,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.