The player from Germany registered at Casitsu and made a withdrawal of €390. However, the verification process became problematic due to an expired identity card. The player uploaded their valid driver's license, but it was rejected because it lacked an expiration date. Despite obtaining a temporary identity card, it was also rejected for not being valid for at least 6 months. After the casino was invited to the thread, the issue was reviewed and resolved in less than 1 day, and the player confirmed a successful withdrawal. The complaint is resolved.
Casitsu Casino - Player’s struggling to complete the account verification.
Amount: €390
Casitsu Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello,
I registered here with Casitsu because of the good rating and paid out €390 with my 2nd deposit after a successful bonus transaction. The verification process followed.
Since my identity card has expired, I uploaded my driver's license directly, which is valid but has no expiry date. This was then not accepted because of the missing expiration date.
Then I went and applied for a new identity card, which as of today will take at least 4 weeks. I had a temporary identity card issued for an extra 10€ to get the payout faster.
On the same day as the temporary ID card was issued, I uploaded the document directly and it was rejected on the grounds that the ID card must be valid for at least 6 months (temporary ID cards are always valid for 3 months)
So I definitely feel stalled and fooled... other casinos of the Dama NV group have accepted the driver's license or take a selfie with it.. but a new document that is uploaded directly on the day of the issue with the 6 month justification drives me mad !!!
Thank you in advance if you can help in any way.
Kind regards
(I will not give a negative rating for this casino, depending on how this will end here)
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10 months ago
Dear calvinklein83,
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.
It is reasonable to expect the casino to show flexibility in verifying personal documents and not strictly adhere to the terms and conditions. If a valid driver's license and a temporarily issued personal ID are available, it should be sufficient to complete the verification process. Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
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
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10 months ago
Thank you for sharing all the required details, calvinklein83. Your complaint will be forwarded to my colleague Branislav (branislav.b@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.
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10 months ago
Translation
Hello Branislav,
I tried again in live chat with Casitsu to have my provisional ID or driver's license accepted, no chance. You are coldly pointed out that the documents do not meet the said requirements and that I should upload other IDs. I have no others. My real new ID won't come for 4 weeks.
Do you have a contact person or do you know someone who will advance my verification?
Kind regards
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10 months ago
Hello, calvinklein83,
I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casitsu Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Casitsu Casino team,
Could you please explain to us in more detail why it is necessary for the player to provide the casino with the required document if he was able to provide it with another ID and a valid temporary document as a replacement for his new ID? Why does the ID have to be valid for at least 6 months?
Since we are talking about a bigger group of casinos and the player claims that he completed his KYC in other Dama casinos in the past, would it be please an option for the casino to check the complainant's accounts that were successfully verified in Casitsu's sister casinos and verify his disputed account in Casitsu Casino using this information? Or, what is your suggestion for resolving the player's situation?
Thank you in advance for providing the information.
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10 months ago
Hi. First of all, apologies. From what I can read here, this has been an unnecessarily troublesome process. Before I can do anything, however, I would need to have the email address that was used in the casino. This way I can have a look at the support history and any KYC documentation that was provided.
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10 months ago
- German drivers licenses without an expiration date are valid until 19.1.2033.
- Legitimate temporary personal ID documents are valid, regardless of any arbitrary minimum validity period.
- We do not actually have a policy that requires an ID document to be valid for at least 6 months.
The customer is clearly in the right. His account has now been verified and his pending cash-out has been approved and released.
We apologise for this incident. The relevant support staff will be addressed and trained further to prevent such an incident from occurring again.
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10 months ago
Great news!
Thank you very much for the update and explanation, Casitsu Casino team.
Dear calvinklein83,
Can you please confirm that your account has been verified and the pending withdrawal has been approved?
If yes, at this point, I sincerely believe it should only be a matter of time before the payment comes to you.
I will keep this complaint open pending your confirmation of a successful withdrawal or an update.
Please let us know as soon as you receive the payment.
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10 months ago
Translation
Hello everyone,
my account is now verified and the payout has already arrived. Thank you everyone for clearing up this case so quickly.
Kind regards
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10 months ago
Great! Thank you, calvinklein83, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Thank you very much, Casitsu Casino team, for your quick help and cooperation!
Best regards,
Branislav, Casino.guru
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