Casinoin - Player’s struggling to complete account verification.

Good evening, I made a deposit normally, I asked for a withdrawal, they told me it can't be done through a bank, they told me that if I deposit via skrill, I won't have a problem, I made a deposit of the minimum €20, they said I won't have a problem, I did it as soon as I asked for the withdrawal, they asked for identification while they had not asked for such a thing in the chat, now we are waiting to see if identification is made

Dear SotirisR21,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have sent the documents, I understand what you are saying, but my post is for another reason, I was not asked anywhere to identify myself in the chat! They told me just make a deposit with Skrill to make the withdrawal because they had an issue with bank payments, I also did with Skrill but €20 and then they told me that the account wanted identification! If he wanted to from the beginning, he should have asked me for other deposits in order to withdraw and then asked for identification

Thank you very much for your reply, SotirisR21. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear SotirisR21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I withdraw the money everything its ok thank you a lot

Awesome news, SotirisR21. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.