Complicated Verification

I deposited at the casino 300 € and with bonus money had a total of 660 € credit as a start. With a lot of luck I was able to wager the bonus money and ended up with a balance of €7,000.00.

I requested a withdrawal and it started the verification. I was already faster and had already sent:

- my ID-Card (Front and Back)
- Deposit slip from my bank
- Current account number (IBAN)
- Account statement from the same bank, which also shows my address
- another invoice from which my address can be verified
- MuchBetter account details (name, address)

Then I received an email that they still need the following information:

"if a bank transfer method was used, a copy of the front and back of the bank card, signed on its back."

Unfortunately, it is so that I have no bank card in my possession. I lost or misplaced it at some point and didn't bother with it further. I have also never used the bank card as I do everything online and I also have another bank account where I use a bank card. I have therefore informed the casino that I do not have such a bank card.

The casino told me: "I can see that you have sent us almost everything, but we will still need some kind of a letter or statement from your bank saying that there is no card for your account, that is the only way we could confirm it. "

I then called my bank. They told me that they will not issue such a confirmation. During a second phone call the next day, the bank told me that since I had lost or misplaced the card, they would block it as a precaution. Nevertheless, the bank does not issue me a confirmation that there is no card.

I am therefore faced with the dilemma that the casino does not verify the account because the bank card is missing. However, I cannot present the bank card because it is simply not present.

It must be said that I have already presented other documents to verify my account. For example, entire account statements, communications from the bank to me regarding taxes, communications from the bank to me regarding the annual financial statements, and other communications from the bank, from which my name and also the IBAN can be seen.

Unfortunately, I am at a loss and need urgent help in order to proceed with the verification as well as the payout.

Finally, it should be mentioned that my bank account changes on 26/02. I have already communicated this to the casino. So it would be important that the whole thing can be completed quickly, so that there are no more problems due to the bank account change on 26.02. at the latest.

I understand that the casino (even with such a large sum) must perform proper verifications. But in my eyes I have submitted everything possible.

I will be happy to provide the email correspondence if requested.

Thank you for your assistance.