The player from Germany has been experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player did not respond to our messages and questions.
BacanaPlay Casino DE - Player’s struggling to complete account verification.
Amount: €354
BacanaPlay Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
The casino repeatedly refuses to accept and thus the verification of my account. Since I went to withdraw after a larger win (1000 €). The address was verified, the credit card as a photo and other official ones!!! ID cards, driver's license, driver's card and even the health insurance card. Nothing is accepted. It seems to me that the money is being withheld forever before it is paid out. Furthermore, since I've been registered there, I've been getting calls from "Interpol, in English. I want to now simply get the remaining money transferred, because I believe that my data was passed on to third parties. Definitely not recommended!!!!
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1 year ago
Dear Keks,
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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Has the casino informed you what specifically seems to be the issue? Have you provided all the required documents as soon as possible and in the correct format?
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
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1 year ago
Translation
I have sent all valid documents driver's license, driver card, health insurance card, proof of address to you several times. The fact that I have photographed a credit card several times and sent it to you seems more than questionable to me!
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1 year ago
Thank you very much for your reply, Keks. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
The same game again today, uploaded again and rejected again. I've already uploaded my ID card, driver's license, credit card several times, and all official ID cards are skilfully ignored in order to withhold the credit to be paid out for as long as possible and to tempt the player to gamble it away. I'll do that now Get legal!
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1 year ago
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And rejected again, this time I uploaded photos of my ID, health card and bank card... slowly my hat bursts!!!! Completely dubious !!!!!
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1 year ago
Thank you very much Keks for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
Hello, Keks,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BacanaPlay Casino(DE)'s representative to join this conversation and participate in the resolution of this complaint.
Dear BacanaPlay Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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1 year ago
Dear Keks,
The casino informed you about uploading expired documents via Live Chat and later also via email.
You were requested to send/upload specific documents that have not been provided to the casino yet. Moreover, allegedly there are currently no funds available in the account.
Can you please confirm the facts above?
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1 year ago
Dear Keks,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Translation
I have closed the account with Bacana and I refrain from such terms and conditions.I will no longer be financially testing any casino that has not been previously verified.Weeks of back and forth...
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1 year ago
Alright, I understand. Thank you for the update.
So, can you please confirm there are currently no funds available in the account? Do you need any further assistance, or can I close the complaint?
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