The player from Spain faces 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 insists on screenshots directly from the exchange, leading to rejection of their submissions. The player has been waiting for over two months and seeks assistance in resolving the issue.
Viking Luck Casino - Player experiences delays due to KYC issues.
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Waiting for Casino Guru to reply
3d 14h 35m 20s
Viking Luck Casino
Safety Index 6.0 Below averageCase summary
Discussion
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6 days 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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5 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.
If anything seems suspicious, contact us directly.
Stay safe.
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5 days 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
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
