The player from Germany faced difficulties with the withdrawal process due to the casino's requirement for a photo of a physical credit card, while he only had a virtual one. Despite having a verified Jeton account and previous successful transactions, support requested confirmation from the bank and rejected multiple submissions showing his account ownership. The complaint was resolved after the player confirmed the issue was settled. It was acknowledged that KYC procedures were essential and could take several working days to complete. The player’s cooperation and confirmation led to the case being closed by the Complaints Team.
Run4Win Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,000
Run4Win Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
Hello,
I'm having the following problem with verification. I have a virtual credit card linked to my Jeton account, as the deposit method via Jeton is currently unavailable. Since I wanted to make a withdrawal, I was asked to photograph and upload the credit card. However, because I only have a virtual credit card, I had to take a screenshot. This screenshot is not being accepted. I'm a bit confused because the virtual card has the exact same information (name, number, expiry date, CVC) as the physical card. Support wants me to obtain confirmation from the bank. I've already submitted a request. I also ordered a physical card today, which will arrive in the next 5-10 business days, incurring a fee. Other screenshots, clearly showing that I am the account holder, were also rejected. I should mention that I've had my Jeton account verified at the casino for a long time. I've regularly deposited and withdrawn funds without any problems. I'm only filing this complaint as a precaution because I've had a similar issue with another casino before. I hope the problem will be resolved by the time the physical card arrives. Otherwise, I will send you all the documents again.
Best regards, Dominic
Automatic translation:
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1 week 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.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
Dear fishmaker86,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Attila
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear fishmaker86,
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,
Attila
