Casitsu Casino - Player's struggling to pass the verification.

I try to verify my account in Casitsu. I uploded 9 files and they have been accepted expect selfie with ID. My ID is very small with even smaller letters like about 4-5 mm. Casino demands my face and ID are thery clear and High Resolution. To cover my face to be clear I have to grip it with the distance about 40 cm so small letters of ID are blured. I try it with passport as well. I informed the casino the same photos were accepted by other casinos from Dama group but the claim their staff is much more demanding and some customers after hundreds of triales managed. I use ordinary mobile with no possibility to focus on 2 objects in the same time, one big and one very small. I asked them if I can send anything different to be verfied but they refused. I uploaded 2 photos of ID, 3 files of payment and one bill. I guess it is just the pretext not to pay money.

Dear Plbloke ,

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.

Do I understand correctly that providing the selfie seems to be the only obstacle standing between you and your winnings?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@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,

Kristina

We don't understand the problem, here.

The player uploaded his documents on the 26th of April. The selfie + ID were unreadable. Literally. We are required to have a readable proof of ownership of the lawful ID document. This is a KYC requirement and cannot be handled lightly. We frankly don't care how lax other casinos handle this process.

On the 27th of April, less than 24 hours later at 09:00, the player uploaded new selfie + id documentation. Readable. It was approved and the player fully verified at 15:18 on that same day.

Payment was processed on the same day, one minute later.

The player was verified and paid out within 24 hours of his request!

In return the player opens up a complaint AND writes a bad review on our Casino Guru page, with complaints about things that did not happen to him. He writes that we take up to 2 weeks to verify an account. POTENTIALLY. The player was verified within 24 hours at 15:18 on April 27th. The player was paid out one minute later, at 15:19 on April 27th. (UTC Time)!

His interaction with our support team was less than fortunate. He complains about the potential 14 days verification time. He is told by support, that it won't take that long if his documents are in order. He proceeds to threaten with bad publicity on askgamblers and casino guru. We have the screenshots and transcripts available, if needed.

One particularly "nice" interaction with this player, was when he was not happy with the POTENTIAL wait time for verification. Instead of arguing with the player, our support simply refered back to our terms and conditions. Admittedly, this could have been done in a slightly more forthcoming manner. But at this point the player was accusing us of being scammers. His next text to our support was, I quote: "Do u prefer to make the complaint using askgamblers or casino guru?"

This is not appropriate conduct for a player who has been verified and paid out within 24 hours of his request.

I havent threatened Casino, I was just shocked when consultant mentioned 14 days as I played in many casinos and never got such an information. After our talk I went through casinos T&C and was not able to find mentioned 14 days...If I had found such an information before I started playing I would never registered with this casino as 14 days even if it is just potential time is ridiculous. Dear Casino, instead suggesting that customer is a litle naive as didnt read T&C before playing ( I guess 90% dont do that) , change your estimated verification longest time to 3 days. As a fact some casinos do it within 3 hours...

After I heard about 14 days and than my verification was declined I had the right to be extra suspicious and thats was the reason I made the complaint.

I am so glad u have so high security standards that ID photo is not enough and claim it with selfie as majority casinos dont. Do it yourself with 4×8 cm ID and letters about 5 mm and my face and all together with very high quality. I finally did sth like that with my passport which I am not obliged to have. Anyway I gratefull for final positive solution

Taken straight from our T&C page:

Player Account Verification

...

(last paragraph)

Once all documents have been submitted, your account can be verified. Please allow for up to 14 business days for our staff to verify you. Note that the approval of a single document, does not constitute Player Account Verification. All documents need to be approved before your account will be verified.

For the sake of the argument you are making here: Up to 14 business days provides us the time to resolve any verification issues. This is not the time that WE will necessarily need to verify your documents. This is the time we MAY need to resolve ANY issues that may arise, from missing documents, unreadable documents, invalid documents, irrelevant documents, et cetera. To avoid getting into conflict over whether a customer prevented us from verifying the account in, let's say, 3 days and thereby us not reaching the promised service level, we allow for an ample timeframe of 14 days.

When you opened this complaint, you issued it with the reason "struggling to pass verification". You passed verification in under 24 hours. And you were paid out a minute after completion. You threatened our support staff with a complaint to casino guru and even though you were verified and paid out all on the 27th, you still issued a complaint and a review on the very same day.

As for reading the terms and conditions: Terms and conditions serve two purposes: Protect the integrity of the casino, and protect the customer. At a casino, you gamble with real money. When you make the decision to responsibly gamble with a portion of your disposable income, knowingly taking the risk of losing those funds in a game of luck, you SHOULD read the terms and conditions. They exist to tell you the rules of the establishment you are about to "enter". This is not an unreasonable request. This isn't Fortnite or Solitaire.

Dear Casino,

U wrote hundreds of sentences regarding security which I understand but what if I didnt had the passport and U didnt verify my account basing on my very small ID? Should I make hundreds of triales before the first deposit? It wouldnt be good for U as U insists of depositing again and again. Not reading T&C by customers is good for U and U fully realize vast majority dont.

If U are so proud of your fast verification process why dont U change Potential time of verifiying in T&C from 14 to 3 days???

I still encourage U to enclose any clear high resolutin selfie with 4x8 ID cm of your casino team. U may cover sensitive data. Why dont U?

Do U think that so many much bigger and famous casinos have lower safety standards because they dont need such a specific selfie?

Dear Casino

To add to my last reply I would like to propose even higher security standards. Start verifyiing customers Before they make the first deposit. Such a money may be stolen from central bank of Curacao. U will not? Sure because U love any money from anyone untill he wants to withdraw. I am sure U also have very high moral standards and you block russian customers who back Putin killing people in Ukraine. It may happen deposit money may be stolen by russian soldier.

Why do they the people dont like reading T&C before starting playing? Good casinos translate it to many popular languages apart from English but its not your case.

Try to make your T&C even longer, not 40 pages where U say customer is responsible for everything and casino for nothing. U should especially extend withdrawal section, introduce 10 more commisions, wager requirements to make it even harder to witdraw anything.

U are the part of Dama NV, many casinos who have the same owner dont demand selfie with ID but I understand, U are the best to make it difficult to withdraw.

Pls close my account immediately, I hope this time my request will be not rejected..

Your account has been disabled as per your request.

Hello everyone,

Thank you Casitsu Casino for providing a detailed description of what happened and for your prompt replies.

Plbloke, I understand your frustration, but I am sure that you will agree with me that it is better to inform the player that the whole process may be longer than it actually is than the other way around. We have received countless complaints in which players complain that the casino's T&Cs say the verification takes XY days, but in fact, it took much more than that.

As Casitsu Casino explained - they reserve 14 business days just in case there are any obstacles during the verification. I understand that it can be a little disappointing, to receive such information, however, the casino is transparent with the length of the verification process and has a reasonable explanation for it.

Since all your issues have been successfully resolved and your account closed, we will now mark this complaint as ‘resolved’ in our system. Thank you all for your cooperation. Plbloke 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.