The player from Portugal had submitted all necessary documents for account verification, but had not received approval for the bank statement submitted three weeks prior. Despite multiple inquiries in chat, the casino had not provided a clear answer or sent any email response regarding the delay. The Complaints Team had extended the inquiry period by seven days for the player to respond, but due to a lack of communication from the player, the complaint was rejected.
Casinia Casino - Player's verification process is delayed.
Amount: €2,000
Casinia Casino
Safety Index:Very highSafety Index
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9.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
4 weeks ago
Translation
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.
Automatic translation:
Public
Public
4 weeks ago
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
