1ACasino - Player’s struggling to complete KYC verification.

Hello.

I sent my documents for verification on January 23. After the first game.

After that, I contacted the casino on several times. I wrote in support. I didn 't get an answer.

I can 't get the money, I don 't know the status and result of the verification.

I suspect the casino has seized and holding my funds illegally. They ignore the client and deprive me of my rights as a consumer. I 'm angry and upset. Please contact them and help me.

Dear Kovart,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked terms and conditions, and I found a list of restricted countries:

"Due to legal regulations 1acasino casino games are not available to players from the following territories: Belarus, France, Hungary, Latvia, Portugal, Singapore, The Kingdom of the Netherlands (Netherlands, Curacao, Aruba, Bonaire, Saba, Statia and St Martin), Turkey, Ukraine, United Kingdom, United States."

Since it appears to me, that you are from Ukraine, I would like to ask you, if you have succeeded in opening the account as a player from this country? Did you use a VPN (Virtual Private Network) to alter your location? I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its rules. 

Please could you advise if you have registered as Ukrainian player and placed a deposit or accumulated your winnings with No Deposit bonus? I will be waiting for your reply patiently. 

Best regards,

Petronela

I 'm from Ukraine, that 's right. I registered my account from Ukraine without problems. I didn 't use additional VPN to change location. I registered from my country. I was at home at my computer.

Thank you bery much Kovart for your answer. Please, could you advise if you have accumulated your winnings with or without a bonus? If you have activated or received a bonus, could you forward me a link? Afterwards, we will contact the casino and ask for their cooperation. Thank you in advance.

Dear Kovart,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, sorry for the long answer. There 's no link to my bonus on the site of casino right now. Maybe it was a temporary action.

I made a deposit of 100 euros, in my account became 300 euros, it means that I got Reload 200%. Also I had to make a certain number of bets (Deposit + Bonus) * 35. I did it.

Thank you very much Kovart for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask the 1ACasino to comment on this case. We would like to know what should Kovart do in order to fully verify his account.

We would like to ask the 1ACasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Kovart,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.