The player from Germany faces repeated delays in the verification and withdrawal processes. Despite uploading all required documents multiple times, he is continually asked to resubmit them without explanation.
Cawino Casino - Player's withdrawals are delayed due to repeated document requests.
Amount: €2,500
Cawino Casino
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Case opened
Current status
Waiting for player to reply
6d 18h 41m 1s
Case summary
5 hours ago
Public
Public
8 hours ago
Translation
Hello,
Unfortunately, there are once again issues with a casino from Liernin Enterprises Ltd., which has happened quite often before.
I would say I have a good amount of experience with online casinos.
And once again, this casino is delaying the verification and withdrawal processes.
I have fulfilled all the requirements to verify my account.
I have uploaded everything requested, several times even.
Identity Document
Proof of Residence
Jeton Account Confirmation
Deposit Confirmation
Yet, I am repeatedly asked to upload the same documents even though they are clearly correct.
(All deposits made into my Jeton account from 10/15 to 11/15, as shown in the credit card statement)
I receive no explanation for what exactly is wrong; it is simply rejected, and they play for time.
I urge the casino to provide a statement.
Automatic translation:
Public
Public
5 hours ago
Dear Kagi333,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Has any of your identity documents been approved during the KYC process, or have they all been rejected so far?
Have you provided all the required documents as soon as possible and in the correct format?
Please forward me the documents you keep sending to the casino for verification at veronika.l@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Kagi333 has 6d 18h 41m 1s to reply
