The player from Germany is highly disappointed with the time-consuming KYC procedure. We rejected the complaint because the player didn't respond to our messages and questions.
Casinoin - Player’s criticizing lengthy verification process.
Amount: €10,000
Casinoin
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I won 10,500 euros afterwards I tried to verify my account with great difficulty and after asking about 5-6 times this was then initiated.
I was told that I could continue playing because it took so long, so I did.
After that it was so that there were no more winnings and no more free spins, the 10,000 euros more or less just ran down.
It was dragged out so long that I couldn't pay anything until they were gone.
Automatic translation:
Public
Public
3 years ago
Dear Florian,
Thank you very much for submitting your complaint. 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 licensed casinos takes KYC lightly.
It’s quite usual for this process to take a couple of working days to be fully completed.
Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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