The player from Austria had their account with Casinia closed following the submission of verification documents, as the casino claimed the verification process was not successful. The player sought assistance in resolving the issue. Upon investigation, we determined that the complaint was unjustified due to the player breaching the casino's terms and conditions by submitting modified documents. The casino's actions were deemed correct and within their terms.
Casinia Casino - Player's account closed after verification.
Amount: €16,000
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Dear Sir or Madam at Casino Guru.
My account was closed after submitting my documents via email to Casinia. They justified it by saying I failed the verification process.
I regret to say I'm somewhat at a loss and would very much appreciate your help.
Sincerely,
Vogel
Automatic translation:
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7 months ago
Dear wolfszeit,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Was the information on the documents you provided identical to the information in your player profile?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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7 months ago
Translation
Dear Casinon Guru,
Casinia had a problem with the verification page. In other words, there were no buttons for uploading.
They tried to fix the problem but nothing helped. In the end I had to send my documents via email.
I sent my documents by email on May 13, 2024 & May 18, 2024.
Yes, the documents were submitted promptly but of course I had to wait until Casinia told me via live chat that I should send them by email because the problem with the upload buttons could not be resolved.
Here are the two screenshots from Casinia.
1x in which the live chat confirmed to me that there is no time limit for a verification.
1x the verification page without buttons so no possibility to upload anything.
[ sensitive information removed by Casino.Guru admin ]
I also have the screenshots on tomas@casino.guru sent by email.
Thank you and best regards
wolfgang
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Thank you very much, wolfszeit, for providing the necessary information. 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.
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6 months ago
Dear wolfszeit,
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.
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6 months ago
Dear Katarina,
Thank you for reaching out.
We would like to inform you that you were sent an email to katarina.d@casino.guru. Looking forward to your reply.
Best regards,
Casinia.com
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6 months ago
Dear Davidbongal,
After a thorough discussion with Casinia Casino I was provided with evidence supporting the casino's decision to close your account. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. The casino proved that there are certain signs that your document was modified. According to the principles of fair and genuine gambling, providing fake or forged documents cannot be accepted and such behavior is considered to be fraudulent. The casino acted correctly and within its terms and conditions.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by. In this case it is Curaçao Antillephone N.V.
