The player from Spain faced difficulties withdrawing money due to ongoing KYC requests, including proof of deposit from a closed Blofin account. They provided a PDF document of all transactions, but the casino insisted on screenshots directly from the exchange, leading to rejection of their submissions. The player had been waiting for over two months and sought assistance in resolving the issue. We requested clarification on the documents already sent and the casino’s rejection reasons, but the complaint was ultimately marked as resolved by the player, so it was closed as resolved.
Viking Luck Casino - Player experiences delays due to KYC issues.
Resolved
Our verdict
Case closed
Amount: €300
Viking Luck Casino
Safety Index 6.0 Below averageCase summary
Discussion
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3 weeks ago
Translation
This casino asked me for KYC, proof of identity, address, a selfie, etc. The latest thing they're asking for is proof of deposit. I deposited via Blofin, a crypto exchange. However, my account there was closed because I had multiple accounts simultaneously, which wasn't allowed. Therefore, to request proof of deposit, Blofin provided me with a PDF document showing all the transactions made with my account, including the deposits I made at this casino. That should be sufficient proof, but the casino says they only accept screenshots taken directly from the exchange. I've already sent them my conversations with Blofin agents, in which they say the PDF is the only thing they can provide and that it's an official document proving all withdrawals and deposits from my account. They say I can't take a screenshot as they want because the account has already been closed, but they're ignoring me and keep rejecting it. I'm forced to file a complaint here so they verify the account and pay me, as I've been waiting on this for over two months.
Automatic translation:
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3 weeks 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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3 weeks ago
Hello,
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 received any specific reasons from the casino for rejecting the PDF document provided by Blofin?
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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3 weeks ago
TranslationI understand they're asking for KYC; I've done it at many casinos without any problems. And at this particular casino, to answer your question, I've already sent proof of identity, address, a selfie with my ID, etc., leaving only the deposit proof pending, which they're refusing to discuss. I've explained that Blofin can't provide that document—it's impossible, according to their exact words—but they keep rejecting it. In other words, they're asking for a document that can't be provided and won't accept the alternative, which is the PDF that Blofin sent me by email. The casino says the deposit proof shouldn't be a PDF document but a screenshot taken directly from the exchange's website. But of course, if the account was closed and Blofin says it's impossible and that the PDF is sufficient, what am I supposed to do?
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2 weeks ago
Hello dfsdfsdfsdf111,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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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 dfsdfsdfsdf111,
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
