CasinoInter - Player’s struggling to complete the account verification.

casino has blocked my account for security reasons and they are asking me to send a passport only then my account will be unblocked.

unfortunately, I have never had a passport, I do not have this document.

I sent them 3 original docs: ID card, Driver License and Military card, and a selfie with documents.

I don't understand why the casino demand a document which I don't have, I wrote this to them at the very beginning.

I have 270e on my account, I made a total of 2 deposits for the amount of 150e

casino is blocking my funds just because I don't have a passport, sounds absurd and terrible.

Dear Yolobolo,

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.

Do I understand correctly that providing another picture ID seems to be the only obstacle standing between you and your winnings? Have you been informed why the other picture IDs were not sufficient?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I got the answer that only if I send a passport my account will be unblocked, I wrote to them many times that I do not have a passport, They told me to send a driver license, that was also insufficient, I still had a military card with a photo, they told me to send it, unfortunately they do not accept it and tell me that they need a passport.

in the EU, the passport is not needed if you travel to the European Union,

I never needed a passport.

I don't know why they don't accept id card which is 100% genuine and legal ID.

Thank you very much, Yolobolo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Yolobolo,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CasinoInter's representative to join this conversation and participate in the resolution of this complaint.

Dear CasinoInter Team, could you please state the reason why the player's account was not verified? What documents are problematic and what steps should the player follow to successful verification of his account? What types of documents are you able to accept for successful verification? Can you provide us with examples? It is not a rule for a person of EU to own more than 2 ID documents.

Thank you in advance for providing the information.

Hello everyone,

We managed to get in contact with Branislav and offered all proof.

Thank you for the patience,

CasinoInter

Greetings all,

Firstly, I am sorry for my delayed reply.

Thank you, CasinoInter Team, for sending the necessary data.

After viewing the provided files, I requested a few more details about the whole situation via email.

I am looking forward to hearing from you.

Dear Yolobolo,

I was provided with evidence supporting the casino's decision via email. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.

Thank you very much, CasinoInter Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru