Rubén, a player from Spain, got his account locked for the reason of identity verification. It has been over one month and the process is still not finished.
Casino Barcelona - Account suspended for initial verification process.
Amount: €130
Casino Barcelona
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Embarrassing and very unprofessional what happened with casino Barcelona ...
After registering, I make a deposit of € 100 to enjoy the welcome bonus. After a while I get a pop-up window which tells me that I have "X" days to verify my identity.
I prepare to upload my identity document with the pleasant surprise that after a while, they block my account with money inside and verification done. Without giving credit to what happened I get in touch with them via e-mail.
A month later, and with a lot of waiting time between messages, I still have restricted access to my account ... I have been asked for different documents during this time, such as a registered credit card photo, bank receipt to my postal address ... .
Everything has been sent correctly by me and with many obstacles for theirs. At this time, after having nothing else to verify my naive opinion, his answer has been that they need a contact phone to call me from 9 a.m. to 9 p.m. and thus finish the verification process ...
Current situation: 12h pending of the mobile phone in case they call and I don't hear it ... Theirs after so much trouble generated, (if they had some elegance and knowledge about good customer service), it would be to specify a time slot a bit narrower, or call shortly after receiving my contact number so I don't have to leave your call so pending? ... For more inri I am still without having received that call: S
I don't think he asks for that much either ...
Casino Barcelona, your hope is desperate ... The worst experience and valuation without a doubt ...
Automatic translation:
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4 years ago
Hello, Rubén.
Thank you very much for submitting your complaint. We highly appreciate you bringing this issue to our attention. It is not OK that they keep you waiting for such a long time. Has the casino called you since submitting the complaint?
Best regards, Jozef
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4 years ago
Dear Rubén.
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
No ... They told me that they were going to re-enter 63 euros to my account, which they say is what I had. But nl is true, I had twice as much ... This one week ago and I'm still waiting to be admitted ...
Edited
Automatic translation:
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4 years ago
Hello.
Thank you for providing us with the information we requested. We will now try to get in touch with the casino.
Best regards, Jozef
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4 years ago
Dear Rubén.
We have managed to contact the casino and they should provide us with a response, soon. We are extending the timer with additional 7 days.
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4 years ago
Hi Rubén,
We are sorry that you have this vision of our Casino and our customer service.
As you said, the schedule for making the call is from 9:00 a.m. to 9:00 p.m. so that our clients can choose at what time they want the call, so we do not disturb them at any time unduly. You indicated that we could make the call the night of 21/11 at 11:00 p.m. and on 23/11 the call was made within the indicated range. Again, we regret that this time seems excessive, but for security these calls take time to prepare and cannot be made at the moment.
Once the call and the verifications were made, your account was locked permanently by decision of the Fraud and Risk department. The amount you had at that time was returned in your bank account.
Best,
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4 years ago
Hello Rubén.
We would like to ask you to reply. Are you aware of doing any fraud activity?
