Home Complaints 21 Casino - Player’s struggling to verify his account.

21 Casino - Player’s struggling to verify his account.

Amount: €700

21 Casino
Perfect reputation
Submitted: 11 May 2020 | Resolved : 11 May 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Greece is experiencing difficulties verifying his account. He sent all the required documents, but his account hasn’t been verified yet. The player informed us, his account was successfully verified, therefore we marked this complaint as 'resolved'.

Public
2 years ago
Translation

I registered 1-5-20, I sent photocopies of my ID back and forth, I downloaded last month's mortgage account from e-banking in pdf format to verify my address, I also sent the visa card which I had taken photos with criteria half the characters. I won with the losses of 450 € the amount of 750 €, I asked to take the money 4 days ago and they tell me that I have not sent the identification documents, I tell them that I sent them many days ago and I send them again, I have 3 days and I am waiting from the account department to approve my documents or send me an informative email and they are useless, I talk in live chat and they tell me be patient they will answer you. Is it my fault that my ID is 20 years old and they don't accept it, I don't know what to say, they said in 48 hours they will have made an identification and nothing else.

Automatic translation:
Public
2 years ago

Dear Γιαννης,


Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure you understand that KYC (Know Your Customer) verification is a very complex process and it can take a few business days to review all of your documents.


We will contact the casino and ask for their cooperation to resolve this matter, but, before we do so, could you please forward any related communication to kristina.s@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.


Best regards,

Kristina

Public
2 years ago

Dear giannis400,

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.

Public
2 years ago
Translation

Sorry for the delay in my answer, the problem was solved, I sent my documents to the casino for the 3rd time, they finally accepted them, after 2 days they paid me the amount. So all is well, thank you for your interest.

Edited
Automatic translation:
Public
2 years ago

Thank you very much for letting me know. As your issue has been successfully resolved, we will now close this complaint as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.