The player from Austria is contesting a delayed verification process by Casinia where he won €15,000. The official documents, including an updated bank statement, have been continuously rejected without any substantiated reasons.
Hello dear Casino-Guru team,
On April 3, 2024, I won over €15,000 playing slots at Casinia. I used actual currency to achieve this win; I've never used a bonus. I have only played slots. With them, you can withdraw €500 daily; up to 3 withdraw requests are allowed simultaneously, €500 every 24 hours. I have done this as well. The verification request came after approximately one week. I uploaded everything (proof of identity and selfie, official address proof, and payment card were already verified). Yet, 15 days have passed and sadly, my bank statement wasn't approved.
So, I asked in the chat about the issue, but they couldn't help me. Similarly, the casino doesn't respond via email to clarify the problem. Since the bank statements we receive are always from the previous month, and the deposits will only be visible in the April bank statement, I had the bank provide me with a special statement. It clearly shows all deposits and also confirmed that the payment card belongs to this account. However, this updated bank statement was also rejected, and I wasn't given a reason. It seems to me that the casino is plainly attempting to prolong the process.
I'm asking for your help. Thank you for your efforts.
Dear TiRo,
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 take KYC lightly.
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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hi, it seems that the two statements have now been accepted. There was another request, however it was not clearly stated which document is needed. In live chat I was told that the transaction lists from 18-19.3 are needed, although I have already uploaded the bank statement which was accepted. However, so far I have not received any email from the verification department. How can this casino have a rating of 9.2 if such methods are used?
Hello, now the casino apparently wanted statements from other accounts. I still haven't received an email. In the chat they always say that the department will contact me by email. But still no answer to this day. Now 18 days have passed and it is not possible to communicate with the casino, let alone find out which account they want statements from or why from other accounts at all? On the direct debit that I submitted, all deposits are clearly visible as well as name, address, etc. Thank you.
Hello, still the same problem: Every day I am promised in the live chat that someone will get in touch and my case will be prioritized. Now I still haven't received a message. It's tedious to always have to ask in the live chat. Yesterday the casino said again in the live chat that they need more detailed bank statements to validate other payments from me that have nothing to do with the deposits at Casinia. However, I have already sent all bank statements from the previous month of March, which as I said have nothing to do with the deposits at the casino, and documented everything. But they are still being difficult. Can you tell me which complaints office is responsible for the new Gaming Controller Board that they are licensed with? Thank you.
Thank you very much, TiRo, for providing the necessary information and continuous updates. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear TiRo,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Casinia Casino representative to join this conversation.
Dear Casinia Casino, could you please provide more information about this case?
Looking forward to your reply.
Hello! I would like to give a short update. The bank statements have now been accepted. Now I should take a selfie with a photo from the casino website. I have already uploaded it and was rejected a few hours later. Although I followed the instructions exactly, I still uploaded another selfie, which also included my ID and
, the website and my face are visible. I cannot understand why the casino cannot request all documents at once. However, we now have to wait and see whether the casino will reject this again without giving a reason. It is really crazy to have to wait 26 days for the first payouts.