VegaZone Casino - 入金証明のリクエストにより、プレイヤーの出金が遅れています。

I already had a fully verified account with Vegazone, and now that I've won a larger sum, they're requesting proof of a deposit I made some time ago using Google Pay/Klarna Visa (pay later). Klarna doesn't offer a way to print a PDF showing the amount. I paid all outstanding installments to Klarna today to eliminate one obstacle. Could you please advise me on the best way to handle this situation?

Thank you

Ich habe bei vegazone bereits ein vollkommen verifiziertes Konto gehabt und nun da ich eine höhere Summe gewonnen habe fordern sie einen Nachweis über eine Einzahlung die ich vor längerer Zeit mit google pay/ klarna visa (später bezahlen) getätigt habe. Klarna bietet keine Möglichkeit ein PDF zu drucken mit dem Betrag. Ich habe heute alle offenen Raten an klarna bezahlt, um eine Hürde weniger zu haben. Können Sie mir bitte helfen wie ich mit der Situation am besten umgehen soll?

Vielen Dank

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you make the deposit with Google Pay/Klarna Visa that you are being asked to provide proof of by the casino?
• Have you made any other deposits into this casino using this payment method that were successfully verified in the past?
• Have you contacted customer support and asked them to specify exactly what type of document they require and how it should be generated?
• Have you tried offering any alternative way to verify the ownership of this deposit, for example a video confirmation from your banking or Google Pay account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I made the deposits with Klarna Visa on February 9th and 10th. I was already able to withdraw money from the account as it was considered verified. Only after I had a larger win was I suddenly asked to verify my Klarna Visa; they want a screenshot of the app showing the transaction and my name, but there's no such thing in the app. I can only take separate photos of everything.

I have a PDF from Klarna that clearly shows my verified bank account is linked to this Klarna Visa. This should be proof enough to prove that it was me. I urgently need help communicating with Vegazone because I've already sent so many emails and they keep asking for the same thing, which I can't provide.

My bank account has long been verified with vegazone.

This is the last email from vegazone:

"Thank you for the clarification and for explaining the situation in detail. I understand that Klarna's layout can be limiting in terms of downloadable documents.

If the Klarna app does not provide a formal statement, we can alternatively accept the following combination:

A full screenshot from the Klarna app showing the transactions (€45, €80, and €60), including your name and visible account details.

A screenshot or document from the Klarna Visa section showing the last four digits of the card number.

The PDF confirming that your Sparkasse bank account is linked to your Klarna Visa.

This combination should allow us to verify that the Klarna Visa used for the deposits belongs to you."

I also have another question regarding the daily withdrawal limit... is it really true that those with higher winnings are only allowed to withdraw €500 per day?

What does someone do who wins a jackpot there?

Die Einzahlungen mit klarna visa habe ich am 9.2. Und 10.2. getätigt. Ich konnte bereits abheben vom Konto da es als verifiziert galt. Erst als ich einen größeren Gewinn hatte wurde plötzlich verlangt dass ich klarna visa verifizieren muss, sie wollen einen Screenshot der app wo die Buchung und mein Name drauf steht, soetwas existiert nicht in der app. Ich kann nur alles getrennt fotografieren.

Ich habe noch ein PDF von klarna wo deutlich sichtbar ist, dass mein verifizieres Bankkonto mit dieser klarna visa verknüpft ist. Dies sollte beweis genug sein um nachweisen dass ich das war. Ich bitte unbedingt um Hilfe bei der Kommunikation mit vegazone weil ich schon so viele Mails geschickt habe und sie immer das selbe fordern was ich nicht geben kann.

Mein Bankkonto ist längst verifiziert bei vegazone.

Dies ist die letzte Mail von vegazone:

"Thank you for the clarification and for explaining the situation in detail. I understand that Klarna’s layout can be limiting in terms of downloadable documents.

If the Klarna app does not provide a formal statement, we can alternatively accept the following combination:

A full screenshot from the Klarna app showing the transactions (€45, €80, and €60), including your name and visible account details.

A screenshot or document from the Klarna Visa section showing the last four digits of the card number.

The PDF confirming that your Sparkasse bank account is linked to your Klarna Visa.

This combination should allow us to verify that the Klarna Visa used for the deposits belongs to you."

Weiters habe ich noch eine Frage bezüglich des täglichen Auszahlungslimits.. ist es höheren Gewinnen tatsächlich erlaubt nur täglich 500 abheben zu dürfen?

Was tut jemand der dort einen Jackpot gewinnt??

Today I received an email from vegazone confirming that they have accepted my documents. There shouldn't be any further problems. Thank you very much.

Heute bekam ich eine Mail Von vegazone dass sie meine Dokumente akzeptiert haben. Es sollte bis auf weiteres keine Probleme geben. Vielen Dank

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alpha33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika