Home Complaints Casinozer - The player struggles to verify his account.

Casinozer - The player struggles to verify his account.

Amount: €53

Casinozer
Very good reputation
Submitted: 03 Aug 2022 | Resolved : 17 Aug 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player struggles to verify his account as the casino is rejecting his documents.

Public
1 month ago

I try to make withdrawal and casino ask documents of course

They dont accept my driving license because " its not your country" what is not true. I upload passport and may fourth version go through.

Proof of resindence they dont accept even i send 7 different document. Some of they say its screenshot, not actually photo even i just make this photo. One they say they need second page , even its one page bill.

They dont accept any, so not sure if they ever pay cashout?

Public
1 month ago

Hello Jamethai888,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer. 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

Public
1 month ago

Hi.

Process is start only 2 days ago and thats not a problem. My passport and sefie is verified but biggest issue is that proof of address because they have some automatic verified system and it not accept any of my document, i sent 6 or 7 different version where is my address, bills, bank statement etc etc. Every time " document is not verified"

I try to ask support by email, no answer. Live chat is never online.

Public
1 month ago

Hello Jamethai888,

Did you try to contact the live chat to ask them what might be the issue with the document? I believe that the support should be able to answer such question whether trough live chat or e-mail support.

Public
1 month ago

Live chat its not available and email no one answer.

Public
1 month ago

Thank you Jamethai888 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Public
1 month ago

Hello Jamethai888,

 

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

 

I'd like to invite Casinozer to join this conversation and participate in the investigation.

Could you please provide some information regarding the player's denied documents?

 

Thank you.

 

Best wishes,

Tomas

Public
1 month ago

Dear Jamethai888,


First of all, we’d like to thank you for your review. For a young Casino (and Sportsbook) operator like us, it is very valuable to get feedback from our players as we are looking to keep developing and improve our product and services as we go step into the future.


We are sorry that you experienced troubles with the verification process, however, it is required to request a withdrawal. All the documents that we accept are stated in our terms and conditions and our live chat is always open to help all the players in order to provide the best service. After reviewing your account, we have seen that you have completed the verification on 4/08/2022 and you successfully withdrew the funds the same day.


We hope we have clarified your doubts and do not hesitate to contact us via live chat that is open from 10:00 to 00:00 and we wish you a great day.


Kind regards,

The Casinozer Team


Public
1 month ago

Yes , finally i get money after try it many times and wait too long time.

So this is new casino and after this bad experience i ask to close my account and it takes over one week and many email before its close. Dangerous casino but this case can close now.

Public
1 month ago

Dear Jamethai888,

 

I'm glad to hear that you have been paid.

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.

 

Kind regards,

Tomas

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