APlay Casino - Player’s experiencing difficulties completing KYC verification.

Ich habe ein paar mal im Casino gespielt, leider ohne Erfolg. Bei meinem letzten Spiel hatte ich mehr glück und ich habe endlich gewonnen. Dann hat das Casino meinen Personalausweis angefordert und ich habe ihn im Casino hochgeladen. Danach wollten sie noch ein Selfie mit dem Zettel mit Datum drauf und Casino Seite im Hintergrund. Das habe ich auch eingereicht und eine Email erhalten, dass mein Konto verifiziert wurde. Ich wollte gleich mein Geld auszahlen, aber das hat nicht geklappt. Casino teilte mir mit, dass mein Konto von der Sicherheitsabteilung überprüft wird. Später hat das Casino einen Videoanruf angefordert. Ich hatte damals viel um die Ohren und hatte echt keine Zeit und als ich endlich den Anruf machen wollte, hat das Casino mein Konto geschlossen. Casino bezieht sich auf den Paragraph 32.2. Auf der aplayslots.de Seite gibt es nur 17 Punkte bei den Allgemeinen Geschäftsbedingungen. Ich habe nach dem Paragraph gefragt und Casino hat ihn mir geschickt:

"32.2. Aplay reserves the right to refuse to return any funds or reverse transaction until the User's identity is verified and the payment method for which the refund has been requested have been verified. You agree that, for purposes of such verification, Aplay may request proper identification and/or proof of ownership of the payment method that was used for the deposit. If the documents are not provided by the user within five (5) days from the date of the request, we reserve the right to close the account and withhold the funds that were in the gaming account."

Aber ich habe meine Dokumente eingereicht und Casino hat mein Konto verifiziert. Darum verstehe ich nicht, warum das Casino mein Konto geschlossen hat. Ich war bereit den Anruf zu machen aber sie wollten mein Konto nicht freischalten.

Dear Clamax,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do so, please could you forward any relevant communication between you and the casino to petronela.k@casino.guru? If the missed phone call is the only issue preventing the successful verification, I hope we will be able to help you to resolve this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Danke für Ihre Hilfe. ich habe Ihnen die Emails vom Casino weitergeleitet.

Thank you very much, Clamax, for your reply and for the forwarded communication. Could you please advise how many times the casino tried to reach you for the verification call?

Casino hat mir nur eine Email geschickt und gefragt wann ich für den Anruf erreichbar bin. Das sollte ein Video Anruf sein. Sie haben nicht versuch mich zu erreichen. Und als ich die passende Zeit mitgeteilt habe, war es schon zu spät.

Thank you very much, Clamax, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Clamax,

I looked at your case and emails and understand the situation. I can't guarantee a positive outcome since you replied to the casino's email after over a month. When it comes to account verifications, it is essential always to reply as soon as possible. I will contact the casino and see if I can help. I would like to invite APlay Casino to the conversation to participate in the resolution of this complaint.

Dear Clamax and Casino GURU,

I’m sorry for the late reply and thank you for your explanation of this situation. I’ve managed to collect all necessary information on this case from our side. Here are all the details:

On April 22, 2021, our Security Department asked the player to pass video verification via letter to agree on an appropriate date and time. Unfortunately, we haven't received any answer for one month. It's very important to submit verification information on time, and 30 days is a long term.

I have to notice that "if the documents are not provided by the user within five (5) days from the date of the request, we reserve the right to close the account and withhold the funds that were on the user's gaming account".

Furthermore, we didn't receive any information about the reasons for this delay.

As the result, on May 28, 2021, the player was blocked by us due to he failed to complete the verification process. It is important to note that the Security Department can request verification at any stage and this is a part of the verification of account as a document confirmation. 

On May 31, 2021, the player contacted us, but it was too late. I’m sorry, but we followed paragraph 30.2 of our T&C.

If you have any questions, you can ask me.

Best regards,

APlay Casino

Hi all,

Thank you APlay Casino for the reply. I discussed the issue within our team. You are right that one month is quite a long time. However, technically the player didn't fail the verification because of missing/wrong documents or problems with his ID. Since his documents were verified and he only missed the verification call or didn't reply to your email, we believe it would be fair to give him one more chance to finish the verification process. In case that this fails, you have the full right to cancel his account.

Dear Casino Guru Team,

We truly appreciate your suggestions and want to say thank you for the experience we get by analyzing each player’s case. This helps us provide a better experience at APlay Casino.

However, technically the player didn't fail the verification because of missing/wrong documents or problems with his ID.

Answering your thesis about verification, we would like to draw your attention to paragraphs 8 and 6 of our Terms & Conditions which say that a player can withdraw money only after completing the verification process. This process also may include some additional checks.

But, despite the fact that the necessary document was provided, the process still can’t be considered complete, because we couldn’t have contacted the player for a month.

We believe that our actions, in this case, remain legitimate, but we are also ready to accommodate the player and set the new verification date to complete the process.

In addition, to make the verification process more transparent to avoid such cases in the future, we will focus players’ attention on why it’s important to pass verification on time, according to paragraph 30.2 of our T&C, in personal letters.

Sincerely,

APlay Team

Thank you Aplay Team for your reply. I appreciate your positive approach towards the issue and the ambition to improve your services for the players.

Dear Clamax,

Since the casino offered you a second chance to verify your account, please collaborate and don't miss the call. Let me know when you pass the verification.

Ich danke Ihnen und dem Casino für die zweite Chance. Ich werde das Casino jetzt auch per Email kontaktieren um einen Termin für den Anruf zu machen.

Hi Clamax,

Please let me know if the verification call was successful.

Den Anruf habe ich schon hinter mir, aber ob der erfolgreich war weiß ich noch nicht. An manche Sachen, die Casino gefragt hat, konnte ich mich nicht mehr erinnern. Warte jetzt auf das Ergebnis. Aber ich kann mich jetzt wieder in mein Konto einloggen.

Thank you Clamax, let's wait a few more days and see if the verification was successful.

Die Verifizierung war erfolgreich. Ich danke Ihnen für Hilfe.

Hi Clamax,

Thank you for the update. I'm glad to hear that your verification was successful. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Bets regards,

Peter