The player sent all requested documents for verifying his account to the casino. The casino asked the player to send one of the documents again, because its quality was not sufficient, which he did. The casino did not reply. This complaint was resolved.
Cozyno Casino - Player is experiencing a problem with verifying his documents.
Amount: €200
Cozyno Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.1
Cozyno Casino has a Safety Index of 3.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 years ago
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5 years ago
Translation
would make a payout 30-10 jokes to the 3 and 4/11 on the hotline they say finance is delayed after a week they will have documentation passport visa etc sends off immediately after a week they write that my visa is not good enough, scan now and covers 3 digits on the back and hears no more.
IS THERE SOMEONE THAT CAN HELP ME
Automatic translation:
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5 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem regarding the withdrawal. Was this your first withdrawal request?
Please, be aware that most casinos take KYC (Know Your Customer) very seriously, so that the winnings are sent to the right player. In some cases, it might take a bit longer. I would recommend you to find out if there isn’t any other document required in order to complete the verification process and then send it to the casino.
Thank you in advance for your reply.
Best regards,
Kristina
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5 years ago
Translation
Have again sent the back of my visa card which I have scanned but nothing heard from them, they do not tell what is wrong, you can not figure out what is wrong.
Edited
Automatic translation:
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5 years ago
Hello Michael,
thank you for your reply. I contacted the casino and I will let you know as soon as I have more information.
Thank you for being patient.
Best regards,
Kristina
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5 years ago
Translation
Hi Kristina
If you want a copy of the Visa that they will not approve, I will send it to you.
Greetings from
Michael
Edited
Automatic translation:
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5 years ago
@michael
We appreciate you bringing this matter to our attention.
We can confirm that the missing document was received and we have forwarded it to the Verification Team to be checked as soon as possible.
Thank you for your patience.
Kind regards
Cozyno Casino
