The player from Greece faced multiple rejections during the verification process. Despite submitting several forms of ID, including a police identification, tax clearance, driving license, and a government-certified digital ID, each one was rejected, and his attempts to seek assistance were met with automated responses. The player reported that his account had now been verified. We confirmed the issue was successfully resolved and closed the complaint.
Casino Infinity - Player's verification documents are continually rejected.
Amount: €360
Casino Infinity
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
After several transactions, I was asked to verify my account when I initiated a withdrawal. I have uploaded my police identification, tax clearance, driving license, and finally my digital ID certified through the government's own site, and each time they find a reason to reject them. What do I need to do at last? In the end, they mock me by sending me automated messages. I've sent 19 mails trying to find a way to verify my account.
Automatic translation:
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5 months ago
Dear Spymcpe,
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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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,
Petronela
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5 months ago
Translation
21/05/2024 the request for withdrawal was made..The verification system on the page gives me the same message every time, to send an alternative document that shows the details well..How many more times do I have to send them??Is it possible to have an official document of the government's page with my ID and my photo and they tell me that the details are not visible?? What a shame, I have uploaded 4 documents and none of them are visible?..then I get the same message as a response
Edited
Automatic translation:
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5 months ago
Translation
Good morning again.My account has just been verified.
Automatic translation:
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5 months ago
Thank you, Spymcpe, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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5 months ago
Translation
Yes yes problem solved thank you very much
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Spymcpe, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
