The player from the Dominican Republic faced difficulties withdrawing money from the casino after it requested KYC documents, which had been repeatedly rejected despite the submission of multiple proofs of address. The player felt that the casino was unwilling to process the payout. The issue was resolved successfully as the player confirmed that he had been verified and received his payout. The Complaints Team marked the complaint as resolved and appreciated the player's cooperation.
Crashino Casino - Player’s withdrawal is delayed due to KYC issues.
Amount: $2,000
Crashino Casino
Safety Index: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.
4.7
Crashino Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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3 weeks ago
Translation
I made a withdrawal and they told me it would be processed in 24 hours. Then, they asked me for the KYC. I sent all the documents and several proofs of address, but they keep rejecting them. It's as if they don't want to pay me my money. I just want to get paid and I won't play at your casino anymore.
Automatic translation:
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3 weeks ago
Dear tavarezdayvi5,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’re experiencing with your withdrawal and the KYC process. To help us look into this matter, could you please provide a few additional details:
- Could you specify the date when you initially requested the withdrawal and when you submitted the KYC documents?
- Have you received any specific reasons from the casino regarding why your documents or proofs of address were rejected? If so, could you describe these reasons or provide any correspondence from the casino?
- Could you let us know which documents and proofs of address you submitted and if any alternative documents were suggested by the casino?
- Please confirm the amount of your withdrawal and the email address associated with your casino account for verification.
If you have any relevant email threads or screenshots of communication with the casino, please feel free to forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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3 weeks ago
Translation
I have already been verified and paid, thank you very much
Automatic translation:
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2 weeks ago
Thank you, tavarezdayvi5, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with?
Looking forward to hearing from you.
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1 week ago
Dear tavarezdayvi5,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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 (here). 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,
Petronela
Casino.Guru
