The player from Germany had encountered a problem when he tried to complete the KYC verification process to withdraw his winnings. Despite trying all the suggestions from the support team, including clearing cookies and using a different device, the problem persisted. The player had tried to send his verification documents via email, but the casino insisted he must use their website, which was not working for him. The player had provided evidence of his attempts, including videos demonstrating the issue. Despite our team's efforts to mediate and suggest alternative verification methods, the casino did not respond. Therefore, the complaint had been marked as 'unresolved'. We had recommended the player to contact Gaming Curacao, the licensing authority, for further assistance.
Coins.Game Casino - KYC verification link is not working for the player.
Black points: 58
Amount: 107 XRP
Coins.Game Casino
Safety Index:Very lowTechnical glitch
UNRESOLVED
Case summary
Hello,
I joined this casino on February 20, 2024. After betting my stake of 50 dollars 3 times (150 dollars total), I wanted to cash out.
The site requested my KYC verification.
I opened the link, but the verification link doesn't work. I just get a white screen (see attachment).
As a result, I contacted the support team. They suggested that I delete my cookies, try using a different device, and consider using a VPN. I've done all of this, but the issue persists.
I have no issue sending my information. However, the support team is arrogant and keeps insisting that I should keep trying.
This is clearly an issue with their website. They're simply trying to prevent me from cashing out my winnings.
Dear karlzimmermann975,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that the casino didn't offer an alternative way to upload/send your documents?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hello,
that's right. I offered to send the data to support by email. They refused and said I should do it via the site, even though that doesn't work.
Thank you for your reply, karlzimmermann975. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Hello,
I have sent you the screenshots of the "chat history" to your email.
Thank you very much, karlzimmermann975, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi karlzimmermann975,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Coins.Game Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if any other players have experienced the same issue with verification as karlzimmermann975? Have you checked if this problem couldn't be fixed from your end? Have you considered offering the player other options to verify their identity, e.g. sending the documents via email?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear karlzimmermann975, I have just received the following information from the casino:
- Based on the evidence sent by the casino, you uploaded some pictures of your documents for verification on 20th Feb, but these pictures were presumably deleted by you later;
- You were asked to make a video of changing browsers for the verification so that the casino could check your inability to proceed with verification in any of the browsers but you haven't done so.
Could you please share more information about it before we can move forward?
I did that. I uploaded a video once from Firefox and then again from Chrome. And yes, I was able to insert images but then the page refreshed and the screen was white. I'll send you evidence of this soon
Dear karlzimmermann975, let me know as soon as you will be ready to share any proofs you mentioned, feel free to send it to my email address natalia.b@casino.guru. So far I haven't received anything from you.
Dear karlzimmermann975,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear karlzimmermann975, thank you for the email. Have you already sent these videos to the casino support too?
I wonder if you also tried to use the Microsoft Edge browser, and it hasn't worked either?
Good day,
yes, I also sent this video to the casino and also informed them that I will also upload this video when complaining. I hadn't tried the Edge browser before. I just did this, but the same white screen can be seen here.
As you know from this casino, of course they didn't respond to the video. It's just delaying the time again and they say it will take 48 hours to check even though it has now been more than 48 hours.
Dear Coins.Game Casino, could you please check again if you have received the requested videos from the player? If there are any issues with the email provider and you don't receive emails from the player, I'd be glad to resend you the videos I've got from the player for further review. There's probably some technical glitch when the player tries to proceed with verification in Chrome and Firefox browsers.
After 4 days it was nice to get higher from the casino again (answer takes a maximum of 48 hours...). It's just a shame that a copy paste text was sent again. Now I should use a VPN (I've already tried it, as you can see in picture 2.
You just go around in circles with this casino and the support is practically non-existent.
Even suggesting using a VPN is such nonsense. What should that change if the site is clearly owned by the casino?
Dear karlzimmermann975, thank you for the updates. We'll be waiting for a reply from the casino. I hope they will come up with any ideas on how to resolve your problem.
I'd recommend the casino consider accepting the document via email. Or, the casino could, alternatively, proceed with video call verification, if none of the other methods are working.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear karlzimmermann975,
I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Gaming Curacao (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
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