The player from Greece faced issues verifying his residential address because the casino did not accept documentation from his Internet and landline account, insisting it was a mobile phone account. He sought assistance to resolve this matter in order to complete a withdrawal. The issue was acknowledged as part of the essential KYC process to ensure funds were sent to the rightful owner. The complaint was marked as resolved after the player confirmed the issue had been addressed, with no further details provided on the resolution steps. The Complaints Team confirmed the resolution and offered continued support for any future issues.
Wazbee Casino - Player struggles with account verification.
Resolved
Our verdict
Case closed
Amount: €100
Wazbee Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 months ago
Translation
Hello
I am trying to verify my residential address and I am sending a document from an Internet and landline account which is one account and they tell me that they do not accept a mobile phone account even though the account is not a mobile phone account and they insist on saying the same thing that they do not accept a mobile phone account. Please help resolve the issue so that I can make a withdrawal. Thank you very much
Automatic translation:
Public
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2 months 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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2 months ago
Dear 19bob83,
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 ensures that the funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity in person, this is the only way gambling establishments can properly complete verification procedures. None of the serious and licensed casinos takes KYC lightly, and it may take a few working days to complete this thorough process.
To better understand your situation, please allow me to ask you a few questions:
- What other forms of documentation have you considered or already submitted for verification?
- Have you provided all the required documents as soon as possible and in the correct format?
- What specific document are you attempting to submit for address verification?
I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear 19bob83,
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,
Petra
