Casino MGA - Player’s struggling to complete the account verification.

guten Tag,

ich konnte mein Ausweis hochladen auf der Seite. Aber beim zweiten Schritt ein Video zu machen. War nicht möglich. Ich habe sämtliche Browser runtergeladen und dort auch den Kamera Zugriff erlaubt. Trotzdem klappte es nicht. Als ich zum wiederholten Mal den Support angeschrieben hatte. Sagten sie mir das sie dieses Problem an die technische Abteilung weiterleiten werden. Und sich dann bei mir melden. Ich fragte sie ob ich nicht stattdessen andere Unterlagen einreichen könne. Daraufhin wurde der Chat vom Support geschlossen.

Ein absolutes scheiss Casino.

Dear tayfuncakici1,

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

If you have been asked for a video and you can't upload it on the website, maybe you could send it via email. Have you been offered this option?

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

Nein diese Option wurde mir nicht genannt. Es ist wohl auch nicht möglich die Unterlagen per Mail zusenden

Thank you very much, tayfuncakici1, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok super vielen Dank

Dear tayfuncakici1,

I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Casino MGA to join this thread and to participate in the resolution of this complaint.

Ok danke ihnen. Das wäre super

Dear tayfuncakici1,

Unfortunately, we haven’t received a response from the casino yet.

We would like to ask Casino MGA to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Das hat eh alles lange gedauert, und die werden sich auch nicht melden. Deshalb bitte ich euch darum. Das in die Rezession über das Casino, reingeschrieben wird, das sie keine Gewinne auszahlen. Ich habe meinen gesamten Gewinn schon eingesetzt. Da ich mir schon dachte das ich das Geld eh nicht bekommen werde!!!

Dear tayfuncakici1,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

As you might know, Casino MGA has received a ‘Very bad reputation’. I strongly recommend only playing in casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend [here]. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.