The player from Germany had faced issues with verification of his documents at an online casino, which had resulted in a delay in his withdrawal request. However, after the player's interaction with the Complaints Team, the issue had been resolved successfully and his account had been approved. Consequently, the player's complaint had been marked as 'resolved' in our system.
1Red Casino - Player experiences ID verification issue.
Amount: €1,500
1Red Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Hello. I've been trying for 5 days to verify my documents, having sent a photo with my ID over 20 times already only to have it consistently denied. Once, my document was verified, but then it was cancelled again when I made a withdrawal.
Automatic translation:
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8 months ago
Hello Ciccio18,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Red Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Good morning, I wanted to inform you that my account was approved yesterday, thank you.
Automatic translation:
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8 months ago
Dear Ciccio18,
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,
Casino.Guru
