HomeComplaintsCasino Gods - Player’s struggling to complete KYC verification.

Casino Gods - Player’s struggling to complete KYC verification.

Amount: £450

Casino Gods
Safety Index:Above average
Submitted: 02 Jul 2020 | Case closed : 24 Jul 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from the UK is having difficulties withdrawing her winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

After withdrawal I received an email stating my withdrawals were received and in process. Then I received emails saying it’s time to verify my account. Which I did sent over clear correct documents on the 28/06 I have sent numerous emails only to receive the same email back it’s in process then other emails it’s with the relevant team this has been a constant circle of emails back an forth. This has caused me so much stress an time. I just want my withdrawal payments it’s very disappointing to be treated this way and having to fight for this.

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4 years ago

Dear Amy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Which documents you have already provided? Have you received any explanation from the casino about what is wrong with your documents?

Please, if there is any other relevant communication between you and the casino except attached screenshots, forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Edited by a Casino Guru admin
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4 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Thank you very much Amy for your reply and emails. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Edited by a Casino Guru admin
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4 years ago

Hello Amy,

I looked at your complaint and will do my best to help you. Before we can move further with this case and contact Casino Gods, I would like to know is there any updates regarding your verification process? Thank you in advance for the reply.

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4 years ago

Dear Amy,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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