The player from Greece is facing issues authenticating their account due to repeated rejections of photos of their digital prepaid card, despite providing all other necessary documents, including a confirmation from the bank. They have requested a manual review of the documents but have not received a response.
Morospin Casino - Player's account verification is delayed.
Resolved
Our verdict
Case closed
Amount: €480
Morospin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 days ago
Translation
Hello. I'm having trouble authenticating my account.
I made a deposit with a prepaid card and they asked me for photos of both sides of the card. I explained to them repeatedly that it is a digital prepaid card. They asked me for a document from the bank confirming that the card is in my name. I uploaded that too. I upload photos of the card and they keep rejecting them. Everything else (ID, Address, they have accepted. I don't know what else to do. I have asked them to manually check the documents but to no avail.
Automatic translation:
Public
Public
2 days ago
Important notice:
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Stay safe.
Public
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the communication between you and the casino’s customer support regarding the verification of your card to veronika.f@casino.guru? Kindly include a document from your bank confirming that the prepaid card is in your name as well.
- Has the casino offered any alternative ways to verify your prepaid card, such as a verification video?
- Could you please explain how you obtained the prepaid card? Is it linked to your bank account, or did you purchase it through another provider?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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Public
5 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DESPINA_9,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
