The player from Germany is complaining about the lengthy verification process. We ended up rejecting the complaint because it was not justified.
Casinoin - Player’s struggling to withdraw his winnings due to ongoing verification.
Amount: €2,000
Casinoin
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Sirs and Madames,
I signed up at the casino a good 2 weeks ago.
I paid 50 euros and won 2000 euros.
I wanted to be verified, and that's when the dubious started.
1. I should send all documents uploaded via email and it would take 3-14 working days for someone to look at it.
After 3 days I asked if everything was ok. O be.
Answer: no documents received I should send the documents in chat.
I did. It's been 5 days now.
I wanted to ask again today and BAAM you come when you are out of de no longer on the page. Great.
Can I forget the prize now? I did everything right.
Such pigs that play for time, they only do so that you gamble everything again. But I don't gamble away my winnings.
What can I do?
Automatic translation:
Public
Public
3 years ago
Dear DonTimson,
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. None of the serious casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in the best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Could you please advise how many days ago you have requested your withdrawal and started the verification process?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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Public
3 years ago
Translation
Hello Petronela accounts,
like the casino folks, you don't understand the main problem.
I don't come to the site anymore because I'm from Germany.
Even if the verification is now through after 10 years, I will not come back to the site because the access for Germans was blocked. !!!!
Automatic translation:
Public
Public
3 years ago
Translation
Just saw that I can use VPN. So I should be able to access my account. or do you advise against it?
Automatic translation:
Public
Public
3 years ago
Thank you very much, DonTimson, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
Meanwhile, I would advise against using the VPN.
Public
Public
3 years ago
Hi DonTimson,
I'm taking over your complaint. I will contact the casino and see if I can help. In the meantime, please don't use a VPN yet. We have to find out what the problem is first. I would like to invite Casinoin to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Hello,
Thanks for your help.
Would you wait any longer?
Got a response from the casino that they are still in the review process.
I am now waiting another 5 days.
Many Thanks
Edited
Automatic translation:
Public
Public
3 years ago
I see, the casino was already notified, but sure, we can wait. I will switch the timer to you. Please, keep me updated.
Public
Public
3 years ago
Translation
Hi there,
I received an answer today.
My account has been banned because I appear to have multiple accounts. Which is impossible. Since I was registered there for the first time.
I asked for evidence but got no information.
Can you help me?
They deleted € 2100.
Automatic translation:
Public
Public
3 years ago
Hi, thank you for your reply. I will contact the casino and see what can be done.
Public
Public
3 years ago
Hello,
Unfortunately, we cannot provide public evidence since it's strictly internal information.
CasinoGuru team, please kindly provide an email where we can send proof that customer violated the T&Cs of the company and registered more than one account in our system.
The customer is allowed to withdraw the deposited funds from the account, the rest of the funds will remain forfeited.
Public
Public
3 years ago
Hi Casinoin,
You can send the evidence to my email address: peter.m@casino.guru.
