The player from Germany has been blocked. The casino decided to perform a verification call. The player was not able to pass the verification call as there were serious concerns that the third party person is using the account of the player, which we accepted and the complaint was rejected as 'unjustified'.
CasinoBuck - Player's account has been blocked.
Amount: €600
CasinoBuck
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good day,
I made my first deposit at the casino without a bonus after I was on € 600 I wanted to withdraw. After everything was ok with the KCF I waited 4 days for my payout and still no payout was made after I asked myself several times what it was about it, it was always said that it still needed time. Now my account has been blocked and I am supposed to meet with any Skype manager online who confirms my identity again ... What is that supposed to be just sending from the casino that they just hold off the payment I hope you can help me there .
Kind regards
Theresia
Automatic translation:
Public
Public
2 years ago
Dear Therese,
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 have you provided? Has the verification call already been scheduled?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello, I have already sent all the documents to the casino, i.e. my identity card, a screenshot of my É-Wallet account, a photo of my electricity supplier and a photo where I should hold my identity card and a note with 'Hello Cadinobuck' on it. Now the really funny thing about the casino I would be banned and can no longer access my account as long as I don't have the Skype call.
The other was they have already checked all my documents and after waiting 4 days for my payout and the casino itself says you don't need more than 24 hours, my account would be blocked.
There is not much communication with the casino. I asked twice about my payout.
Kind regards
Therese
Automatic translation:
Public
Public
2 years ago
Translation
And once the casino asked if I knew of another account that was running on the same IP address
Automatic translation:
Public
Public
2 years ago
Thank you very much Therese for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.
Public
Public
2 years ago
Hello Therese,
I will take care of your complaint from now on. I will contact the representatives of CasinoBuck and invite them into this complaint to help us with the resolution, however please let me tell you that your account is probably blocked because of the security reasons and successful Skype verification call may address any possible concerns that the casino may have and your issue would be resolved. I would appreciate if you'd inform us in case you'd participate on such call in the following days.
Public
Public
2 years ago
Translation
Hello, thank you for your help, I have agreed to the meeting and I will be with you. Meet the Skype Manager on December 31st on Skype only the question is what does he want from me? Should I hold my ID in the camera again or give my data again verbally? Personally, I hardly see any point in what cannot be clarified via normal emails and my account was already confirmed that is what surprises me. I have provided the casino with all the requirements that I received by email. It's just a stalling tactic in my opinion from the casino ..
Kind regards
Automatic translation:
Public
Public
2 years ago
Dear Therese,
Assuming there is nothing wrong and the casino's concerns are unfounded, you have nothing to worry about when it comes to video call. Please note, that each individual verification call may be different based on the specific case, so I am not able to tell you exactly what questions or requests may the casino have.
In any way, I wish you the best of luck and looking forward for the hopefully positive outcome of the verification call.
Public
Public
2 years ago
Translation
Good morning, I haven't received an answer from the casino yet.
I will inform you as soon as I know something more precise.
Kind regards
Automatic translation:
Public
Public
2 years ago
Translation
Good day,
Today I received an answer from Cadinobuck that I want to deduct 499 € from my 599 € because I allegedly passed my data on to 3 what does this mean given to 3 my son helps me enter the casino he doesn't know my password. And now, strangely enough, they don't come with the fact that we have 2 accounts but that I have passed on my data. Could you please help me with that.
Kind regards
Automatic translation:
Public
Public
2 years ago
Translation
Dear Casino Guru Team and Ms. Simmerl ,
We inform you that 499.28 EUR have actually been debited, indicating that you have violated the rules that you accepted when registering. According to the terms and conditions of our casino, the player cannot grant access to his account to third parties. Further information can be found here: https://www.casinobuck.com/terms-and-conditions, https://prnt.sc/25z0sqv.
Please note that in order to process the refund of the deposit of 100 euros, the player must provide bank details. We ask you to provide the following bank details by email:
- IBAN (or account number)
- SWIFT (or BIC)
- bank address
- Bank name
- Full name of the account holder.
We look forward to receiving data on the reimbursement of the deposit amounts to our post office. If you have any further questions, please contact us, we will be happy to help.
Regards,
CasinoBuck team
Automatic translation:
Public
Public
2 years ago
Dear CasinoBuck team,
Thank you for providing us with the information about the verification call. We acknowledge that the player did not pass the verification, therefore we would like to ask you to provide us with the record of the call. You can send it to my email address: 'martin.d@casino.guru'. Please note, that it is very important for us to see the call itself, thank you for your understanding.
Public
Public
2 years ago
Dear Casino Guru Team,
We would like to inform you, that we already sent you the record of the Skype verification call via email at 'martin.d@casino.guru'.
We appreciate your time and hope for your cooperation.
Kind Regards,
CasinoBuck team
Public
Public
2 years ago
Dear all,
We have received the verification call record and we will be reviewing it. We will come with a response shortly.
Public
Public
2 years ago
Dear Therese,
After careful examination of the verification call between you and the casino, we have concluded that the casino's decision in this case is justified. We understand the concerns and the reasons of why the casino assumed that your account was used by third party person, which is prohibited to do in every online casino.
Unfortunately, under these circumstances we are not able to help you in this case and we will reject the complaint, as it is unjustified.
