The player from Germany faced constant delays in the verification of his account despite having submitted original and correct documents. He received no response regarding the issues with his documents and suspected that the casino was intentionally stalling to prevent access to his four-figure winnings. The Complaints Team intervened, facilitating communication between the player and the casino, which ultimately led to the successful verification of his account. His withdrawal request of €1,000 was completed, and the remaining €1,340 was also paid out, resolving the issue satisfactorily.
Vinyl Casino - Player's verification process is delayed.
Resolved
Our verdict
Case closed
Amount: €2,340
Vinyl Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Real scammers have been trying to prevent my account from being verified for months, even though the PDF documents I submitted from my bank are original and correct.
Whether I use live chat or email, they don't answer my question about what's wrong with my documents.
Supposedly someone would contact me via email and address it, but that never happened!
Conclusion: A company that uses cheap tricks and deliberately doesn't complete the verification process so I can't pocket my four-figure winnings!
Absolutely outrageous, never deposit your money there!
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3 months 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 take 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 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,
Kristina
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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3 months ago
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Hello Kristina,
I am very familiar with KYC and understand the relevant processes.
I was also able to verify myself at other casinos without any problems.
Except for the statements of my two credit cards, which I uploaded as original PDFs, all documents have been approved.
I even attached screenshots of each deposit, but my documents were rejected several times.
Whether it's live chat or email, customer service just doesn't help me, and if they respond to me via email, that's rather rare!
Best regards, Fabo
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3 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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3 months ago
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I forwarded the chat history to you via email. There were, of course, many chats, but I only saved that one.
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Vinyl Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Vinyl Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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3 months ago
Dear Fabo777,
We kindly inform you, in order to complete verification you have to upload the following two required documents:
- Transaction history from C24 Bank, covering the full months of June and July, in PDF format. The document should clearly show all incoming and outgoing transactions.
- Transactions History ( Bank statement) of 490638******5638 for May showing all transactions made from your card in that period .All incoming and outgoing transactions should be visible including the deposits made to our casino
Please, upload the requested documents from the Verification tab on your account.
Thank you for your understanding and cooperation.
Kind Regards,
Vinyl Casino team
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3 months ago
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Ladies and Gentlemen
I am aware that the submission of documents is required.
However, I would like to ask why these are not accepted, even though the originals come from both of my banks and everything is correct.
If I upload the documents again, it is likely that they will not be accepted.
Therefore, it is necessary to identify the error.
Greetings Fabo
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3 months ago
Dear user,
Please upload the required documents and update us about the situation.
Thank you.
Respectfully,
Romi
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3 months ago
Dear Fabo777,
Kindly be informed that your account is fully verified and your first withdrawal request has been successfully completed.
Please remain patient as we try to endeavor the rest of your withdrawal requests.
Thank you for your patience and cooperation.
Kind Regards,
Vinyl Casino team
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3 months ago
Thank you, Vinyl Casino, for the update.
Dear user,
We will wait for the confirmation about the withdrawal from your side.
Best regards,
Romi
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3 months ago
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Good evening Romi,
My account has been successfully verified, and a withdrawal of €1,000 has already been made.
I'm still waiting for the remaining 1340€.
Many thanks to the Casino Guro team for the quick and helpful help!
Greetings Fabo
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2 months ago
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Hello Romi,
All the money has been paid out and the case is closed.
Thank you again!
Greetings Fabo
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2 months ago
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
