The player from Portugal had faced issues with account verification at Casinozer Casino despite having previously had the account successfully validated. He had sent numerous proofs of address to the casino but had not received any response. The player had suggested this was an obstacle set by the casino to avoid paying out funds totalling 2350€. After exchanging 83 emails with the casino, his account had finally been verified and the funds were transferred to his account. We had marked the complaint as 'resolved' in our system.
Casinozer - Player experiences account validation issues causing payout delay.
Amount: €2,350
Casinozer
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Good evening,
Before depositing any money at this casino, I validated my KYC(Know Your Customer), and my account was successfully validated. I made some deposits and decided to make a withdrawal of 1350€ and one of 1000€. Today, I received an email informing me that my account was missing documents, specifically, proof of my address, which I had already sent. It is a bill from December for a telecommunication contract I have installed at my home. I emailed them to ask why, since it is one of the documents they consider valid, but received no response. I emailed support again with proof and again received no response. I uploaded a bill again, but this time from November, and my account was revalidated successfully. Moments later, I received another email asking for the same document. I sent the documents again, but still received no response.
I am asking for help in this regard, as it appears the casino is creating obstacles to avoid paying me the sum.
Attached is my proof of address for you to see that it is valid, and also proof that my account was validated but they revoked the validation.
Thank you
Automatic translation:
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10 months ago
Hello Ferrao93,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer Casino. 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?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Good morning,
I'm currently exchanging emails with support, but even they don't know what they're saying because they change support operators and a new stage always starts to try to deceive me.
Basically, they ask for one of the following documents.
Here are the documents we accept as proof of address:
- Utility bills (electricity/gas/water/internet/landline bill);
- Bank statement
- Documents issued by the government
- RIB (if date indicated)
- Letter from a public authority or recognized official
- Credit card statement issued by a bank
I sent an invoice for the month of December for the internet service that I have installed in my home and which is in my name, however, on the bill I have registered my full address and the invoice is abbreviated, so they responded as follows.
"After verifying your gaming account, the document is valid, except that the system does not recognize the address indicated with the registration address.
There are two options:
You can upload a new document containing your full address that matches your registration address.
Here are the documents we accept as proof of address:
- Bills (electricity/gas/water/telephone/internet/garbage)
- Bank/postal account statement
- Documents issued by the government.
Documents can be on paper or digital (PDF). They must be issued to you, include your full address and document date, must be no more than 90 days old and we must see the complete document where all 4 corners must be visible.
Or you can change your address on your game account this way. Before I can make the request, I ask you to answer the following security questions:
What is the registration date/month?
What is the last deposit amount?
Please also attach your proof of residence.
If you have any questions, you can contact us via email or Live chat.
Yours sincerely,
Support team
Maria
Maria
Help Center"
And I responded to the email, so if that's how it has to be to be valid, I replied that I wanted the second option and to change the game's registration address and I answered the questions they asked correctly.
To which they respond that after analysis, the document is not valid because the address is not the same, that I can change the address to be accepted, to which I respond, then change the registration address to the one that is the same as the document, and they They respond that it has already been changed, in the game account (I see that everything is the same, they just added EF ) and this is in no way the address that is in the document I sent, but I receive an email to resubmit the document in the verification area, I submitted the document and it was rejected again.
I also attach some evidence.
Thanks
Automatic translation:
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9 months ago
Hello Ferrao93,
Can you please advise if there is any document you own which would match with the address within your casino account? Meanwhile, your complaint will be now forwarded to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello, Ferrao93!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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9 months ago
Translation
Good afternoon, after exchanging precisely 83 emails and always with proof of a valid document, they checked my account there and transferred the money to my account, but I do not advise anyone to play at this casino, as they do not accept valid documents that they themselves request, they are slow to analyze things, the chat does not respond, much less by email.
They can close the case.
Automatic translation:
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9 months ago
Dear Ferrao93,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
