Casinoin - Player's account verification is delayed.

They requested account verification and told me to wait up to 5 business days. In some cases, it might take longer, but it has already been 7 business days and still nothing. I can't get any clear answers.

Dear Kos10, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with customer support regarding your 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, 

Veronika

I sent everything normally as they asked I had a problem with my ID card it had expired I made a new ID card I sent it on 26/08 normally and since then I have been talking to them and they tell me up to 5 working days and yesterday I contacted them again they told me to wait

When my ID was wrong they responded instantly now all of a sudden they are late

I don't understand why all this is happening

Obviously it is done on purpose to lose my money

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding your verification at veronika.l@casino.guru.

The conversation I have with them is with an email address and I tried but I don't know how to send it to you in live chat I haven't talked about identification

The email communication can be forwarded in the following way:

1. Open Gmail: Sign in to your Gmail account.
2. Find the email thread: Go to the conversation you want to forward.
3. Open the email thread: Click on the subject of the email to open the entire conversation.
4. Click the three dots: At the top right of the email, you'll see three vertical dots (⋮). Click on them.
5. Select "Forward": From the dropdown menu, click "Forward."
6. Enter the recipient's email address: In the "To" field, type the email address you want to send the conversation to (veronika.l@casino.guru)
7. Send the email: After entering the recipient’s address, click "Send."

I sent it to you from another email unfortunately I had a different email for registering with their casino

Thank you very much, Kos10, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 in the near future.

Dear Kos10,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casinoin's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casinoin,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process?

Thank you in advance for your response!

Best Regards,

Kubo

I inform you that the problem has been solved and I got my money normally

Dear Kos10,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo