HomeComplaintsCasinoBuck - Player’s struggling to complete KYC verification.

CasinoBuck - Player’s struggling to complete KYC verification.

Amount: €500

CasinoBuck
Safety Index:High
Submitted: 09 Sep 2021 | Case closed : 04 Oct 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany is having difficulties withdrawing winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Hello, I finally got really lucky in dog house and won € 500. Now I want to have it paid out to me but the casino refuses my documents all the time only next month what should i do now and the support well they don't seem to understand my problem i ask for help


Automatic translation:
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3 years ago

Dear lennys,

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 about 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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3 years ago
Translation

I have everything except for an account statement I unfortunately only have an account statement with the old address because I moved here, as I said, but the casino still accepts it. I have already presented a registration certificate and it was also rejected directly

Automatic translation:
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3 years ago

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you.

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3 years ago

Dear lennys,

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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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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