The player from Germany is facing issues with his account as the casino is not completing the KYC process and has not responded to his emails for over a week.
ZeusWin Casino - Player's KYC process is delayed.
Opened
Current status
Waiting for Casino Guru to reply
5d 14h 7m 14s
ZeusWin Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
1 week ago
Translation
The site isn't completing my KYC and is ignoring me. A week ago, I had to submit additional information and was told it would take another 2-3 days. Now it's been 7 days, and I haven't received a reply to any of my emails, and the live chat is also unavailable. I suspect I'm being deliberately ignored because they want to cheat me out of my winnings.
Automatic translation:
Public
Public
3 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.
Public
Public
3 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 take KYC lightly.
- Could you please list 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?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
