Dublinbet Casino - Retirada do jogador atrasada devido à verificação do Skrill.

I deposited 3 times 50 euros into my player account. Twice via bank transfer and once using an instant transfer with Rapid Transfer from my bank account. Now Dublinbet wants proof from my Skrill account before they process a withdrawal. But I don't even have one. As I said: I only made a bank transfer using Rapid Transfer. I am attaching the three transfer confirmations.

Ich habe 3mal 50 Euro auf mein Spielerkonto einbezahlt. 2mal per Banküberweisung und einmal nutzte ich für eine Sofortüberweisung eine Transaktion mit Rapid transfer von meinem Bankkonto. Jetzt will Dublinbet vor einer Auszahlung einen Nachweis von meinem Skrill Account. Ich habe aber gar keinen. Wie gesagt: Ich habe nur eine Banküberweisung mittels Rapid transfer getätigt. Die drei Überweisungen füge ich im Anhang dazu.

Dear lillypeter,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes. I have submitted my ID, proof of residential address, bank statement and bank card.

And now I have to prove that I have a Skrill account that I don't have.

Best regards

Ja. Ich habe meinen Ausweis, einen Nachweis der Wohnadresse, einen Kontoauszug und meine Bankkarte übermittelt.

Und jetzt soll ich einen Skrill Account nachweisen, den ich nicht habe.

Liebe Grüße

Thank you very much, lillypeter, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The casino has now verified my account and initiated the withdrawal. Thank you for your support

Das Casino hat mein Konto mittlerweile verifiziert und die Auszahlung eingeleitet. Danke für ihre Unterstützung

Dear lillypeter,

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,

Stefan, Casino.Guru