Casino Days - Player is struggling to complete account verification.

Even though I showed my driver's license at the time of withdrawal, I was told that it was impossible to show another ID with a face.

I don't have a My Number card because I'm a public welfare provider, and I can't make a passport because I've been in prison.

I keep ignoring it even when I tell them...

the worst.

Dear KATUYUKI11,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly the verification of your ID is the last obstacle in completing the account verification in the casino? Did the casino instruct you they require an ID with your photo on it different from your driver’s license?

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

In addition to your driver's license, you will be asked to provide an ID with your face on it.

After that, I received an email that I could withdraw, but I could not withdraw.

This.

Could you please forward the communication between you and the casino where you are asked to provide specific documents? Please forward it to tomas@casino.guru. Alternatively, please post it here.

I forwarded it by email, so please check it

Thank you very much, KATUYUKI11, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you

Hello KATUYUKI11,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Casino Days to join this conversation and participate in the investigation.

Can you please advise if there is any alternative way how the player should verify himself when he cannot provide you with the requested IDs?

Thank you.

Best wishes,

Tomas

Dear Team

Please note that the player's verification was already completed. However, due to entering incorrect banking details his withdrawal failed twice and the funds were returned back to his player account

We have now removed the player's banking details and he should be able to re-request his withdrawal using the correct banking information

Please let us know if any additional explanation is needed from our side

I don't do bank withdrawals.

I requested a withdrawal via Vega Wallet.

The information is also copied and pasted, so there is no mistake. Other places are doing fine.

And now I know why I can't withdraw money.

This is a good casino with a lot of harassment.

I haven't been able to withdraw money yet.

Dear Casino Days,

Could you please advise if it's possible to process the withdrawal to Vega Wallet?

Thank you.

Kind regards,

Tomas

Dear Team,

The withdrawal request from the player in the amount of 305.31 USD was successfully processed on Jan 26th and the player should already have the funds available

Thank you

Dear KATUYUKI11,

Could you please confirm with us once you have received the payment?

Thank you.

Kind regards,

Tomas

Dear KATUYUKI11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from KATUYUKI11, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas