The player from Germany faces ongoing issues with withdrawing winnings from Terdersoft casinos, having experienced account blocks and verification troubles. Although his ID card was accepted, his selfie was rejected, leading to account blockage. Despite being able to log in, he cannot access games and is having difficulty getting support from the casino.
RockySpin Casino - Player’s account is blocked and withdrawal is delayed.
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RockySpin Casino
Safety Index:Fresh casinoCase summary
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6 days ago
Translation
"I have the same problem 3 times at the Terdersoft casinos." Two further complaints with exactly the same problem are also from me.
I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.
Automatic translation:
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
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3 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 me the selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
- What types of games did you play at this casino?
- Did you accumulate your winnings with or without a bonus?
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
