Casinia Casino - Player's verification process is delayed.

Good afternoon. The casino requested documents for account verification, and I sent everything (selfies, proof of address, ID card, and bank statements).

All these documents have been approved except for the bank statement, which I sent 3 weeks ago. I have been to the chat multiple times and they cannot provide a clear answer about the reason for such a delay...

They always say they will send a response via email, but it has been so long and I have never received a single email.

Dear luisjesus99,

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.

• Do you have access to your player's account currently?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with the casino regarding the issue? When was the last time the casino responded?
• 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