Crypto Loko Casino - Player is struggling to complete account verification.

ive been trying to get my identity verified n it keeps getting rejected with no reason for 2weeks now and im not getting anywhere when it comes to emailing them and their chat dont work. im getting very angry....

Dear kendrapatrick04,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

if i sent u the doc. would that help?

copy of license and proof of address i sent in early this afternoon and i sent in copy of marriage license n was told they would get to it at earliest convenience which is bs because they respond to my emails within mins. i also sent the docs to the email they provided that verifys stuff as they say quickly should only take bout 15min verify n ive been trying for 2weeks

So seriously what is the dam issue? It should not take days to verify anything especially when going straight to customer service department that handles things when if ur website worked correctly this would have been done weeks ago rather than me having to file a public dispute with another company in order for u guys to reach out to me or even respond. 

152411976

Thank you very much, kendrapatrick04, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Kendrapatrick04!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

why has nothing stilll been done?

they keep denying my license they its to blurry when its clear as day

Greetings all,

The good news is we have reviewed the situation and it appears you are eligible to withdraw the $33 maximum cashout available for the welcome chip in play at the time of the win Kendrapatrick04. It is first necessary to confirm your identity however, for security reasons we use an automated service to validate the authenticity of provided documents. The documents must be legible when uploaded for us to move forward, the service is incapable of reading the ID card in the provided images and this is our bottleneck here.

Please provide clearer images of the ID card and hopefully we should be able to move forward.

Best wishes,

Crypto Loko

why am i only able to withdrawl $33

Kendrapatrick04, can you confirm that you have played with the welcome free chip/bonus?

yeah y i played through the wager

I have found this in casino Terms and Conditions: "Unless stated otherwise, all No Deposit Bonuses are subject to the following Terms and Conditions:

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 times the face value of the bonus, with a minimum of $50. All free chips valued below $50 will come with a cashout limit of no more than, nor less than, $50."

Although, there is a limit on the withdrawal of funds derived from free bonuses, it should be minimum of $50. I would like to ask casino to comment on this situation.

Greetings Pavel,

Due to this rule we are certain that once we have complete information to validate the account we should be able to get $50 approved and paid.

Kendrapatrick04, as frustrating as it may be we have no control over document approval, it must be run through our fraud prevention system to validate and if the system can't scan it we are incapable of validating the account. In your case proof of identity and proof of address have been requested, proof of address is generally a current utility bill. Please let us know once you have completed the account validation process and we can assist with your withdrawal.

Best wishes,

Crypto Loko

expect i dont pay the bills i have other things that have the address i live at on it

Kendrapatrick04, a current utility bill is the standard documented requested for the KYC by multiple organizations, not only casinos, mostly, because it is the easiest for customer to get. Please, let us know here when you will complete your verification successfully and receive your winnings.

Dear kendrapatrick04,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.