The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Casino Night - Player’s struggling to complete the account verification.
Amount: €407
Casino Night
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I requested a payout on 03/04/2023 407 euros! I was told twice in the chat that I can do this because I am already KYC verified! Then an e-mail came I had to verify myself again because it would take 48 hours! In the verification process you can enlarge the passport to see if it is readable, I did that you can read everything very well! After more than 60 hours I got the message I had to do it again because the passport was not legible!? But I also used this image file at other online casinos without any problems, even for verification at the Austrian tax office! Then I made a new one, then they said it would take 48 hours again! I've never experienced anything like this and see the whole thing as stalling and dubious! That's why I ask you at Casinoguru sincerely to help me in this matter! Best regards !
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1 year ago
Dear ferenzano,
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 that verifying your passport seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes Exactly the passport is the only problem! I was already verified with the same one before, since it is valid until 2024! Best regards!
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1 year ago
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Ok, thank you! Got my money now! Thank you and best regards!
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ferenzano, for your 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
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