Maneki Casino - プレイヤーが賞金を受け取れずにいます。

I requested a withdrawal of 400, but then the trouble started. The deposit via Skrill went smoothly. My account was already verified and I had received a payout quite some time ago, but this time it's not working. I had to upload all the documents again - which was not a problem. I also provided proof of deposit from Skrill. After numerous emails between the casino and I, they now claim that I paid via Sofortbanking and they need proof of that - which I don't have, because I paid with Skrill. Now what? What should I do? Can you help me?

Ich habe eine Auszahlung von 400.-beantragt und dann ging es los. Einzahlung mit Skrill klappte super. Mein Konto wurde schon früher verifiziert und ich bekam auch schon vor längerer Zeit eine Auszahlung aber diesmal klappt es nicht. Ich musste alle Unterlagen nochmals hochladen- was kein Problem war. Ebenso den Einzahlungsnachweis von Skrill. Nach etlichen Emails zwischen Casino und mir wird nun behauptet ich hätte mir Sofortbanking bezahlt und sie brauchen davon einen Beleg- hab ich nicht da ich mit Skrill bezahlt habe. Und nun?Was soll ich tun? Können sie mir helfen?

Dear Piatnik0,

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

I am in constant contact with the casino because they always ask for something. First FS - that worked quickly. The only problem is with the deposit receipt. I always pay with Skrill but Maneki apparently automatically redirects to Sofortbanking. The money is debited from the Skrill card. But where am I supposed to conjure up the Sofortbanking receipt that is required? If I submit it then nothing stands in the way of a payout - according to Maneki

Ich stehe mit dem Casino in ständigen Kontakt da sie immer etwas fordern. Zuerst FS- das funktionierte schnell. Es ist nur bei den Einzahlungsbeleg das Problem. Ich bezahle immer mit Skrill aber Maneki leitet anscheinend automatisch auf Sofortbanking um. Abgebucht wird von der Skrill Karte. Nur woher soll ich den geforderten Sofortbanking beleg zaubern? Wenn ich den einreiche dann steht einer Auszahlung nichts im Wege - lt. Maneki

Received the money today

Habe das Geld heute erhalten

Dear Piatnik0,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru