The player from Russia faced delays in account verification, which took over three days despite being told it would take no longer than 24 hours. After reaching out to support, he was informed that the technical department was handling the issue. The Complaints Team was unable to proceed with further investigation or provide solutions due to the player's lack of response to inquiries and reminders, leading to the complaint being closed. The player retained the option to reopen the complaint in the future if he chose to continue communication.
Trips Casino - Player’s verification is delayed.
Closed
Our verdict
Player stopped responding
Amount: 5,862 руб
Trips Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
When sending documents for verification, the verification takes more than 3 days, after the first appeal to the TP, they said that the verification can take a little longer than 24 hours (and this is the maximum period, according to them), now they are freezing, that the problem with long verification will be dealt with by the technical department, etc.
Automatic translation:
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4 months ago
Dear player,
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.
- When did the casino request KYC verification?
- Could you please advise which specific documents you have provided and when exactly you sent 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,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear dmtropin,
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.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
