Casinoin - Player is struggling to complete account verification.

Hello . 

I have played in this casino and I was waiting a small withdrawal of almost 200 euro.

After one day they canceled it and this happened for several days without sending me an email to tell me the reason.

I sent them a few days later and they asked me for account identification.

I sent them everything they asked for and I waited. Again no update until I asked them again on my own and they told me that they had accepted them, they just wanted one more selfie to complete it.

I have also sent this one and I am still waiting. I never received an answer.

I talk to them in the live chat and they always answer me with the same prepared message that I have to wait up to 5 days for the identification and I will be informed.

It's been more than 5 days and they dont answer me now even in the live chat !

Please I need your help because I have almost 320 euro in my account!

Thank you !

Dear maraki9,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Hello again and thanks for the answer..

I agree that it is important but we have 2023 and all the sites do it very quickly.

It's been about a month since I requested the withdrawal.

Every day they canceled it without telling me anything. I have been sending them emails since February 15, but they have not responded to any of them.

On February 25, I sent them what they asked me from the live chat.

My ID, 3 selfies with their website in the background, screenshot of my deposit transaction ID.

I spoke again in the live chat and they told me that it takes 5 days. After a few days I asked them again and they told me that they accept it but they want another selfie with the transaction ID next to my head.

Not even my husband has so many photos of me on his mobile phone!

For the last few days I have been talking to them in the chat and every day they answered the same. That it takes 5 days and that they will inform me. However, many days have passed. I have been fighting for over a month to get my money!

Please help me get my money from this site.

Thank you very much .

Hello again .

On the day I made the complaint to you, they sent me an email asking for a photo of the transaction ID of the withdrawal I had made.

I sent that too for sure.

I can't imagine what else they will think of asking me to delay the withdrawal.

It's been 4 days since I asked them if there was anything new and they didn't answer me.

They are unacceptable. I can't believe what I'm living and the suffering I've been having for the last month with them.

@Casinoguru I hope you can help me.

Thanks !

Thank you very much, maraki9, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear maraki9,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Great, thank you very much!

Yes, nothing yet.

Every 5 days they asked me new documents to delay the payment.

I have sent them a total of 5 selfies with different documents to keep.

Two days ago, after many emails I sent them, they told me to call them with live video zoom.

Unbelievable. They have created a big problem for me.

I don't accept that.

I can't speak English because I only know the basics.

I send the messages with google translate.

I have sent them so many selfies and so many documents .

What they are asking is absurd.

For so many years I've been playing in betting sites , but they didn't ask me for so many documents , especially video calls.

Thank you again!

Hello,

Kindly note that the verification procedure is a standard practice carried out by companies to verify their customers' identity, prevent fraud, monitor risks, etc.

The player's account will be verified once all the verification steps have been successfully completed.

As per the Terms & Conditions of the company:

5. The Company may additionally request a video verification if in its sole discretion it regards it to be necessary to fulfill its duties under regulation or its policies.

Please accept our apologies for temporary inconvenience caused.

Ok I understand that but as I told you my English is very bad .

i can’t speak .. I have send you so many documents and selfies.

Dear Casinoin,

Could you please state how long will take the verification process?

Thank you very much in advance.

Kind regards,

Stefan

Hello again .

I have to make an update about this unacceptable casino.

This is the email they sent me and they asked for live video communication.

: In order to complete the verification procedure, you need to go through the video call stage. 

The call will go through Zoom, a link to which will be sent to you after you confirm the call time. 

Please select a working day (at least 2 business day from today) and a time that is suitable for you (from 12:00 PM till 19:00 PM UTC) and let us know. Kindly also confirm your time zone.

I did what I was told.

I asked to be called today at 19:00. They replied that they would send me an email again with the contact link.

They usually didn't.

Today I sent them again to give me the link and they answered me this!

: Unfortunately today 19:00 Greece time is not available. Could you please clarify if Friday at 12:00 (Greece time zone) will be suitable for you? Thank you.

Are these serious things?

I told them that I have a serious health problem and I am going to the doctor and for this reason I am not available all the hours as is reasonable. And as always now they want to delay it another 4 days. I'm already waiting 1.5 months!

I will initiate all procedures against them.

They make fun of me every day and they don't respect anything.

I am 55 years old and have been gambling for many years.

This has never happened to me before. It's quite disappointing.

I hope you can help me.

thank you very much !!

Dear maraki9,

I understand this must be frustrating for you.

The casino has the right to ask you for a verification call. Please find the time that suits your and the casino.

Thank you for your understanding.

Kind regards,

Stefan

Dear CasinoGuru this is what I am trying to do.

Every day I send them a message and they tell me the same thing. That they are waiting for an answer from the competent department and to wait when they have an update, they will send me an email..

You see how long I've been waiting and they're making fun of me. I would ask them to answer here as well.

I need your help.

Thanks !

Dear customer,

We are sorry to hear about your experience and will do our best to speed up the process.

Could you please choose the appropriate time slot for the call.

We appreciate a lot your collaboration on this.

Yours sincerely,

Casinoin Team

Hello . 

Can we make the call tomorrow 4 or 5 pm UTC (18:00-19:00 Time in Greece)?

Or Wednesday at 12 pm Greek time ? 

It’s ok for you ?

I hope for a quick reply from you because I have already been waiting for almost two months.

Thank you for the reply.

We see that your selected time slot was approved by the Security department.

We appreciate your understanding and collaboration on this!

Dear Casinoin,

Please keep us updated regarding the verification call.

Thank you very much in advance.

Kind regards,

Stefan

Hello .

We made the video call.

We talked for many minutes.

I hope he understood me because I understood very little of what he told me. As I told you, my English is not good at all. I can only speak with google translate.

I'm still waiting for their message for my verification.

Dear maraki9,

Thank you for the provided information.

Let's wait for what the casino representative says about the situation.

Thank you very much for your patience.

Kind regards,

Stefan

I just got this reply.

After almost 2 months of trying to do the identification and they have bothered me so much.

2 days ago we also had the video call where we talked for over 10 minutes!

And they say that they closed my account and that I will not receive my money!

They say I have other accounts too!

I can not believe it !

I only have this account. What should I do with the others?

Now I read the other complaints and understood what companie they are!

I hope the other people will read what they have done to me and be a little more careful with them!

Dear Casinoin,

Could you please state why the player's account got blocked and the funds confiscated? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

The reply with explanation & evidence was sent to the email stefan.m@casino.guru as requested.

Kindly check it out.

Dear maraki9,

Since the casino has confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

Kind regards,

Stefan