Casinoin - Player’s withdrawal delayed due to extensive KYC checks.

I registered with a casino called CASINOIN a few months ago and have made deposits approximately ten times up until now.

When I recently requested a withdrawal for the first time, I was asked for KYC verification.

Since I have been asked for KYC at other casinos, I submitted my verification as usual.

However, no matter what I submitted, they kept asking for new documents and the verification never seemed to end.

The number of documents required has exceeded ten, including:

・Driver's license

・Selfie with driver's license

・Selfie with driver's license + picture showing live chat

・Certificate of residence

・Selfie with certificate of residence

・Deposit history from JETON to CASINOIN

・Profile section of JETON

・Deposit history from VEGA to CASINOIN

・Profile section of VEGA

・Complete transaction history of VEGA after depositing into CASINOIN in PDF (including all transactions outside of CASINOIN)

I have already submitted these, but KYC verification is still not going through.

Currently, they are also asking for:

・Selfie with identification other than a driver's license

・Complete transaction history of JETON after August (with all transactions opened)

However, I don't have a passport.

I asked the casino what valid identification besides a driver's license and passport would be (since the certificate of residence was not accepted), but they have not provided an answer and are insisting I send selfies with another form of ID.

Additionally, they're asking for the "complete transaction history of JETON since August," but am I really required to include all transactions, even those totally unrelated to CASINOIN?

I am very scared because it seems like there is no intention to withdrawal or get KYC verification, and it seems like they are simply asking for various documents to harvest my personal information.

Though I was dealing with it daily, I grew tired of being asked for more documents each day. I had almost given up, but a friend introduced me to this site and I thought I would make a consultation.

I have never been asked for such a multitude of identification documents at other casinos, and I am now afraid of why I am being asked for so many documents.

Is it normal to be asked for such a vast quantity of documentation in order to finalize an initial withdrawal?

Neither the money I deposited nor the money I happened to win this time is being returned or withdrawn.

Am I left with no choice but to give up on this money?

Hello minminzemi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

I would also like to confirm that the casino may request all the above mentioned documents as they are the most common ones. The deposit history from your payments serves to prove that you deposited and played with your own money and as long as you do not have a passport, I'm sure that the casino will offer an alternate way provide an ID.

Looking forward to your answer.

Regards,

Nick

thank you for your reply.

There have been dozens of live chat conversations, so I can't see the initial history, but I think it's from the first half of September.

Regarding the certification documents I mentioned at the beginning, I have not been told which ones have been approved.

for example,

When I give out my license

⇒You will be asked to send your driver's license and a selfie.

follow what is said

Send your driver's license and a selfie

⇒You will be asked to send a video of yourself with the live chat.

As of now, I have submitted more than 10 documents, with each request for one requiring the following conditions.

now,

・Selfie with ID other than driver's license

・JETON's entire transaction history since August (all transactions opened)

Since it is requested, I think that it has not been approved including the driver's license.

*Currently, there is no report that it has been approved, and the next document is being requested forever.

The last contact I received from the casino was September 15th.

Withdrawals are not possible. That's the last time I heard from you.

Before this, what ID other than my driver's license should I bring?

I checked with him, but he just asked me to give him some horn, but he couldn't tell me what I could use instead.

"As the above documents are the most common ones"

That being said, I have never been asked for this many documents at any other casino, but is this rather normal at this casino?

Regarding JETON's transaction history, we have already sent all transaction history with CASINOIN so that transactions can be seen, but after that, we are also required to send all transaction history that has nothing to do with CASINOIN. (several months)

Is this something that is really necessary?

Isn't it possible to know if you played with your own money because you have already sent your deposit history to CASINOIN? , I think.

Up until now, I had been able to complete KYC authentication smoothly at other casinos, so I had never had to go back and forth with the casino side.

I am not contacting CASINOIN support now because the amount of this back and forth has been very painful and tiring.

The current situation is like this, what should I do?

Hello minminzemi and thank you for all the information provided.

To answer your question - yes, the casino can request such information from you to prove your income and that you did not play in syndicate or used money from a different player to deposit into the casino. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Of course I'm playing as an individual and using another player's money? Of course, I have never done anything like that.

I feel that it is unreasonable that I only make a lot of deposits and no withdrawals, and I am very sad that I am not getting my money back.

However, I am very grateful that I was able to consult with you here and receive various advice.

Thank you for your valuable time.

I would appreciate it if you could give me some advice on what I should do next.

Hello minminzemi ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to put to your attention the fact that KYC as well as AML is a very important and essential process. 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 take KYC or AML lightly. I will contact the casino to shed more light on this matter.

We would like to invite Casinoin to join the conversation.

Dear Casinoin,

As it looks like the player has provided you with a lot of evidence for the KYC process can you please elaborate on why this is still not enough? What other, if any, evidence is still needed to finally finish the KYC process?

thank you.

appreciate.

Thank you.

Hello,

We regret to learn about the customer's difficulties with the verification process.

We would like to inform you that we have requested the necessary information regarding the case from both the KYC and Security departments. We will notify you once we receive a response.

Thank you for your understanding.

Sincerely,

thank you.

Should I wait for contact from Casino Inn first?

If the support team is informed about your KYC status before we are, they will certainly notify you as soon as possible.

Please wait🙏

Dear minminzemi,

I guess the Casinoin team will reach out to you directly via email if anything else for finishing your KYC is needed or to inform you that the KYC has been done successfully. I understand the waiting is not really nice, but at the moment I can only ask for your patience.

got it

thank you

We'll be expecting you

Dear minminzemi,

I was informed by the casino team that they are still requiring your Jeton statement with expanded records and the statement from your Vegawallet in PDF format for the KYC and AML.

They have sent an email about this to you as well. Please provide this to the casino team as soon as you can. I have my fingers crossed 🤞 that this is the last obstacle, and once this is approved, your withdrawal will be processed

I have not received an email from CASINOIN, but if the above documents are needed at the end, I will prepare them.

I have submitted the VEGA wallet PDF before, so I think there is no problem with just JETON. Is that okay?

Since JETON cannot be converted to PDF,

① Take a screenshot with the transaction details (extended record) visible

② Turn this into a PDF file and submit it yourself

I'm thinking of making it this way, is there any problem?

Dear minminzemi,

I thought the casino team had sent you the email with the specifics already. Anyway, you should receive the email shortly.

Yes, you have sent the Vega wallet PDF before, but it was not accepted for some reason. I am not sure why, but I believe there should be no problem for you to get a new PDF statement.

The Jeton Yes, there is no option to get the statement in PDF as far as I know, so I believe screenshots with the transaction details (expanded records) should be acceptable, but please wait for the email from the casino team, it should clearly state what is required there.

Once you reply to that email with the evidence, please put my email, michal.k@casino.guru, in the "Cc"

Excuse me.

I received this email yesterday, so I tried to send the requested materials.

VEGA trading history

JETON trading history

I created both PDF files, but they were too large to send using my email address.

So, when I checked on CASINOIN's live chat, I was told that I could post it on the live chat, so I posted it there.

Is this format okay?

I couldn't send it by email, so I couldn't send it to Mr. Michal 's email either, so what should I do?

Dear minminzemi,

The most important thing is to send all the required documents to the casino team. So as long as they were OK that you provided all the documents via live chat, we have no problems with that. Hopefully, all will be okay now and the KYC will finally finish successfully.

For future cases, if you want to reduce the size of a PDF file, you can use this quite popular webpage: https://www.ilovepdf.com/. Before you alter any PDF documents, check this with the casino team, as usually, casinos accept only original PDF files without altering them.

Understood

When I changed the name of the PDF to make it easier to manage and sent it, I was told again that the original format would be delayed, so I sent it again earlier.

I hope you can withdraw your money safely.

Thank you, Michal .

Thank you for the update, minminzemi.

Dear Casinoin team,

Hopefully, all necessary information and evidence have been received, and the player's KYC and AML processes can be completed successfully. Please let us know once that is done and when the player's withdrawal will be processed.

Michal will report.

I have received a notification that KYC verification has been completed, and I am now applying for a withdrawal.

Withdrawals are limited to $500 per day, so I applied for a single withdrawal of $500, and it was approved and I was able to withdraw the money without any problems.

However, I am trying to withdraw the remaining amount after that, but it has been going on for 4 consecutive days.

"This is a notification that your withdrawal was not processed."

I received an email saying.

I tried to confirm what the problem was through live chat, but each time it was a technical issue, so please wait a while before applying.

It is said that.

However, even after some time has passed, I still receive the same email and the remaining money has not been withdrawn.

Just in case, I would like to inform you about the current situation.

First of all, the KYC certification has been completed, thanks to Michal and CASINO GURU.

I'm really thankful to you.

I hope that the remaining money will be withdrawn safely.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

As confirmed with the relevant team, the player successfully withdrew their winnings.

We express our gratitude to the player for their cooperation in completing the KYC process.

Warm regards.

Dear Michal , Dear Casinoin

I was able to confirm that the remaining amount was successfully withdrawn.

thank you very much.

Dear Michal, Thank you very much for your consultation and cooperation.

Great news, minminzemi. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru