The player from Italy is complaining about the lengthy verification process. After the player submitted his renewed documents, the verification process was completed and he received his winnings.
Hi I played at the casino, I paid € 20 and was automatically given 125% more to my deposit, I played and reached the wagering requirement, I subsequently requested the withdrawal of my winnings, first sending the documents requested in e-mail, this on 06/26/2021
I write from time to time in email but I am not answered!
Dear Diego,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
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,
Petronela
Hi, thank you so much for answering me !!
So from the casino I received the reply that my identity document, i.e. DRIVING LICENSE, violates the terms and conditions of the casino as it is in paper format and not plasticized, this does not depend on mm but on the fact that I have the renewal of the license in November 2021, and to switch to the new European driving license in plasticized format.
What should I do?
Thanks so much
PS and unfortunately my identity card has expired and I have an appointment for the renewal on August 5th 2021
Do I understand correctly that your Driving License has been extended but the format wasn't approved by the casino?
Thank you very much, Diego, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
Hello Diego!
From now on, I will take care of your complaint. I would like to invite representatives of 24K Casino into this discussion in order to help us resolving the issue.
Thank you thank you thank you for the help and the work you do with professionalism 🙏
Thank you thank you thank you for the help and the work you do with professionalism 🙏
Hi All,
I have just taken a look at the document supplied. The document was rejected as it was issued in 1991 and expired in 2001
We cannot accept 20 year old expired paper documents as a form of verification.
We accept the following in date documents;
Passport (recommended)
Driving License
National ID Card
Payment Card
Utility Bill (less than 6 months old)
Bank statement (less than 6 months old)
If you could supply us with the relevant in date documentation we can continue with verification.
Many thanks
24K
Excuse me 7 one thing !!! MY LICENSE LIKE ANYONE'S IS RENEWED EVERY 10 YEARS!
SO: IF I HAVE A LICENSE SINCE 1991, RENEWED IN 2001, 2011, AND SOON NOVEMBER 2021!
BUT WHAT DO YOU COME TO SAY TO ME ????
I really don't have WORDS !!!
GET READY BEFORE GIVING JUDGMENT !!!
BUT ACCORDING TO YOU, I'M A CRAZY THAT FROM EXPIRED DOCUMENTS OF 20 YEARS ???
Casino Guru,
With permission of the player, happy to supply the document to you.
Thanks,
24K
Dear Diego,
24K Casino representative is suggesting that they could provide us, with your permission, with the photo of your driver's license so we can evaluate it. Do you agree with this proposal?
Yes, of course, where should I send you the aforementioned driving license?
Dear Diego,
You can send it to my email address: 'martin.d@casino.guru' in any common format file, as long as the necessary information are clearly visible.
Hello, I am waiting for an exhaustive and definitive answer regarding the verification of my driving license document THAT HAS NOT EXPIRED AT ALL!
it says well and clearly "VALID UNTIL 21/11/2021"
THANK YOU
Dear 24K Casino's representatives,
We have carefully examined the player's drivers license and we do not see any reason why this document should not be accepted.
However in case you would insist not to accept this particular drivers license, we would like to advise that you'd request a different documents to proceed with the verification of the player. To make this process easier, please specify which documents you need in particular.
Dear Casinò GURU Thanks as always for your availability and professionalism in following the cases that are put to you
As mentioned above;
Passport (recommended)
National ID Card
Payment Card
Utility Bill (less than 6 months old)
Bank statement (less than 6 months old)
If you could supply us with the relevant in date documentation we can continue with verification.
As I have already told you 8 earlier, my identity card has expired and I have an appointment for the renewal on August 5th, UNFORTUNATELY YOU GO TO AN APPOINTMENT IN ITALY FOR THE RENEWAL OF DOCUMENTS!
I don't have a passport!
I can send you my credit card statement with the 1 I made the deposit at the casino
Where do I send you the documents in my possession?
PS cmq already in email I had sent them to you
Hello Dear Casino Guru
24k casino keeps insinuating that my driver's license is fraudulent!
I feel really offended!
Dear 24K Casino's representatives,
Could you please disclose the reason why you do not accept the drivers license?
Dear GURU Casino
YESTERDAY FOR THE NTH TIME THE 24K CASINO OFFENSED ME AS THEY CONTINUE TO INSINUE THAT MY DOCUMENT FOR THEM IS FRAUDULENT.
FOR ME RE ILLICIT AND FRAUDULENT ARE THEY THAT DO NOT PAY THE WINS DESERVED OF THE PLAYERS !!!!
THAT SAID I WILL NOT GIVE UP FOR SURE UNTIL I HAVE MY MONEY!
THANKS CASINO 'GURU FOR THE WORK YOU DO.
We have been advised by our legal team to request alternative documentation. Please supply one or more of the following to support@24kcasino.com
Passport (recommended)
National ID Card
Payment Card
Utility Bill (less than 6 months old)
Bank statement (less than 6 months old)
Respectable 24k casino
Have you received my required documents by email?
Dear 24K Casino representatives,
Please let us know, whether you've received all the necessary documents from the player.
KIND GURU CASINO,
THEIR LORD REPRESENTATIVES OF THE 24K CASINO DO NOT ANSWER !!!
Casino Guru,
I can confirm no further documents have been received.
Thanks
I have also sent documentation to this address
support@mail.24kcasino.ladesk.com
Dear 24K Casino,
I would like to ask you to inform us about the verification process from your side.
Hi Casino Guru,
The player resent the same document - we have requested several other forms of identification which we hve not yet received
Dear 24k casino, as I have already told you previously at the moment as valid documents NOT EXPIRED I have the driving license, the identity document has expired and I am waiting for the day 05/08/2021 for the renewal of the identity document!
What should I do?
Dear 24K Casino,
Thank you for the clarification. I would like to ask you, are you able to wait until the player gets his ID card's validity to be renewed on 5th of August 2021? Will this document be sufficient to complete the verification process?
Yes , we are happy to wait to receive further documentation to enable us to verify the players account.
We ask for Valid ID , a Utility bill (dated in the last 6 months) and a selfie with the ID
Dear Diego,
I will set the timer until 5th of August 2021, so you are able to renew your ID card's validity. After you accomplish doing so, please provide the casino with the following documents: valid ID, utility bill (dated in the last 6 months) and selfie with the ID card. This process is essential for you to complete your verification process and I would strongly advise to follow these instructions.
Dear 24k casino, thank you for your availability, I inform you that having no users in my name, I will be able to send you my bank statement together with my identity document, okay?
Hello everyone, Dear GURU Casino and 24k Casino
I inform you that on 05/08/2021 I will finally have the renewal of my identity document.
Hello Diego!
Glad to see, that you will receive your new ID tomorrow. Please provide the casino with the following documents: valid ID, utility bill (dated in the last 6 months) and selfie with the ID card right away, so there can be positive development in this case.
Please let us know when you'll do so.
Dear GURU casino, As I have previously specified, instead of the bill I can send an updated bank statement
Dear 24K Casino's representatives,
Will you accept an updated bank statement as an alternative to utility bill to finish the verification of the player?
As mentioned previously we are happy to review the following items of identification - Passport (recommended) ID Card, Utility bill within the last 6 months ( Bank statement will suffice in this instance (Please feel free to redact sensitive information)) We would also require a selfie with your ID
Thanks,
24K
Dear GURU Casino, and 24k Casino
Today I was to renew the identity document in electronic format, but alas the time for the withdrawal of the document is expected no earlier than 10 days starting from today,
I hope 24k Casino is understanding of this.
Thank you
Hello Diego!
I would like to kindly suggest that we will wait for another few days to get your physical ID so you can send all the documents according to the casino's request.
I will set the timer for 7 days for you, please keep us informed when you'll receive your new ID card and submit all the necessary documents to the casino.
Dear GURU Casino and 24k Casino
Thank you for your attention and availability towards me.
Thank you
Hello, Dear GURU / 24K Casino
As requested, I sent the documents
To: support@mail.24kcasino. ladesk.com
Dear Diego,
Thank you for informing us about the process.
Dear 24K Casino,
I would like to ask you to inform us about the verification process.
Dear casino GURU, yesterday when the document was sent, I didn't even get an answer to the email from the 24k casino
Dear Diego,
Usually it takes a few days for casinos to complete the verification process, please be patient and I think your issue will be resolved soon.
Thanks Diago,
I will follow-up with the verification team to see where they are with this and update.
Thanks, 24K
Hi Diego ,
I have checked with the verification team and they have not had anything through from you.
Can you make sure its sent to support@24kcasino.com
Thanks,
Hi, practically not knowing the exact email address, I have sent all the documents to all the addresses you have.
Respectable 24k casino
I have sent at this time to the address you suggested, could you answer me in a short time for the receipt of the documents?
A thousand thanks
LD
I have spoken with support several times and they have said they have not received anything from you I am afraid.
To speed this process up , please send directly to me at vip@24k-casino.com
Thanks
Hi, I think 24k casino takes it for c ........!
I have all 8 emails sent as proof!
Now I send to vip@24k-casino.com
Graz
Hello, Dear GURU / 24k Casino.
I await news, and this time definitive
Thank you all
Dear 24K Casino team,
Are the player's documents which were provided to you satisfactory for you and will the verification be complete?
We are looking forward for your answer.
Dear GURU casino, thank you very much for the work you do to help us players
thanks thanks thanks
Respectable 24k casino
Have you checked my documents?
I await an exhaustive and definitive answer
A thousand thanks
Good morning GURU casino,
I see I still haven't got confirmation from the 24k casino
Respectable 24k casino
I understand everything, but it is not really possible for a month from the receipt of the documents to still not have closed this file!
First because you reported that the documents had not arrived, another time the email was wrong
Now enough ..... pay what you owe and goodbye!
Thanks
PS respectable 24k casino
I have seen that access to my casino account is still disabled
because'?
Yet have I sent you my new identity document?
Dear representatives of 24K Casino,
Could you please advise on the status of the verification procedure?
Hi, respectable 24k casino
Why do you take so long to answer?
Whoever reads these things here at the GURU casino, it's not that you make a good impression on us ...
Hi Diego ,
I have received a response from our verification team and the documents that you have supplied have been verified.
The balance will be restored and you will regain access to your account.
Kind regards,
24K
Hi, respectable 24k casino
Thank you for informing me about the status of the verification of my documents, on the occasion I renew my request to withdraw the balance of 400 €.
Thanks
L *** Diego
PS I tried to log into my account but it's still disabled.
Do I have to renew the request for the withdrawal or at this point my request is clear, and will the winnings be transferred to my credit card that I previously provided?
Thanks
Respectable GURU and 24K casino
Finally I have access to my casino account again, I have again sent the withdrawal request for € 400
Kindly let me know the timing.
A thousand thanks
Lucci Diego
Dear Diego,
I am glad to see the positive development of your case. Please let us know once you receive your withdrawal.
Dear GURU casino
Thanks for everything for the 5 time you followed my case, which has finally been SOLVED!
THANK YOU THANK YOU THANK YOU 👍🏻
Hello Diego!
I am very happy to see that your issue was resolved. We will now close the 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.