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

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

Amount: €8,000

Casino Kakadu
Safety Index:High
Submitted: 07 Apr 2022 | Case closed : 27 Apr 2022
Case closed Our verdict

Other

REJECTED

Case summary

2 years ago

The player from Italy is having difficulties passing the verification. His documents are being rejected. The player didn't cooperate and failed to respond our questions, therefore we were forced to reject this complaint.

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2 years ago
Translation

They do not accept my withdrawal documents

Automatic translation:
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2 years ago

Dear Salernofabio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Have you received any explanation from the casino clarifying what is wrong with your documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

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2 years ago
Translation

They do not accept me the residence but I do it the official card of the Netherlands if please let me know which is the real problem

Automatic translation:
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2 years ago

Thank you for your reply, Salernofabio. I apologize, but I am not sure I understand your message. Could you please clarify what is wrong with your residence? Where do you live and why did you mention the Netherlands?

Could you please forward me the communication between you and the casino?

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2 years ago
Translation

When I opened my gaming account I was in Holland, now I'm in Italy .. or I sent the Dutch documentation but it's still pending for two months I don't know if I have to send the Italian address or something else ... I didn't know if they go good or not

Automatic translation:
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2 years ago

I was only domiciled in the Netherlands or I send the photo of the card of the municipality of the Netherlands the Dutch bank account but now I am in Italy

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2 years ago
Translation

Do you need an Italian address?

Automatic translation:
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2 years ago

I have a few questions so that I can understand the situation better:

  1. Where are you from?
  2. What home address is stated in your ID and other documents?
  3. What home address did you fill in when creating an account?
  4. Have you discussed this issue with the casino before you created an account? Could you please forward me all the relevant communication between you and the casino?

Thank you in advance.

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2 years ago
Translation

When I opened my account I was resident in the Netherlands but on the identity card there is in Italy ... now I am in Italy that the Italian residence is alive in Italy

Automatic translation:
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2 years ago

I’m very sorry but you haven’t answered my previous questions clearly. Please check my previous reply and try to assist. All requested information is essential if we wish to proceed with the case. I would recommend that you reply to all questions one by one and mark them with numbers as I did. Thank you in advance.

Edited by a Casino Guru admin
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2 years ago

Dear Salernofabio,

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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2 years ago
Translation

My problem is that either by sending all the necessary documents and not accepting them they are all in the antessa with no answer

Automatic translation:
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2 years ago

I am trying to help you, but in order to do so, I need you to cooperate with me.

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2 years ago
Translation

Tell me what you need to know

Automatic translation:
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2 years ago

Please note you still have not answered all of my previous questions clearly.

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2 years ago

Salernofabio, despite my numerous attempts you failed to cooperate and answer all the required information and in almost 3 weeks we have not moved anywhere. Unfortunately, we are not able to proceed with this complaint under these circumstances and I am forced to close it. Thank you for your understanding.

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