The player from Germany is facing issues with a pending withdrawal of 2850€, having submitted over 15 documents without approval. Despite numerous attempts to contact support via email and live chat, he receives no response and cannot understand why his documents are being rejected.
777onfire Casino - Player's withdrawal is delayed due to problems with verification.
Amount: €2,850
777onfire Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 4h 32m 8s
Case summary
19 hours ago
Public
Public
22 hours ago
Translation
I am usually a big fan of Hollycorn N.V. providers, but so far, I have only had negative experiences here.
I have been waiting for days for a response via email since my withdrawal of 2850€ is not being approved. The live support seems non-existent; I have tried contacting them at different times daily. (See attachment). I have uploaded over 15 documents. Since I do this almost daily, I know exactly which documents are required. Normally, this is not a problem, but apparently, it is here, as the time discrepancies on the documents are not being considered. I can't explain it any other way. I have uploaded an invoice for each deposit, which gets rejected.
Since I can't reach anyone through either chat or email, I have no choice but to file a complaint here.
Automatic translation:
Public
Public
20 hours ago
Dear MrPuffmuffin,
Thank you very much for submitting this 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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please provide the exact date when you started attempting to verify your account?
Have any of your documents been approved by the casino?
Do I understand correctly that there is a problem with the verification of your proofs of deposits? Could you please explain this problem in more detail?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
